Cloud Applications Implementation Specialist

Department: CCC
Location: 3. Belgrade
Application deadline: 31.10.2019
 

NCR is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With our software, hardware, and portfolio of services, NCR enables nearly 550 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier.

 Not only are we the leader in the markets and technology segments we serve, we serve the most exciting and dynamic customers in the world. And we put them at the center of everything we do. Our mission in life is to enable our customers to exceed their goals – from customer satisfaction, to revenue growth, to operational excellence, to profit growth – our solutions cover all of these. By continually learning about—and pioneering—how the world interacts and transacts, we’re helping companies not only reach their goals, but also change the way all of us shop, eat, travel, bank and connect. Together, we are shaping the future. NCR is headquartered in Duluth, Georgia, with approximately 29,000 employees and does business in 180 countries.

 

POSTION SUMMARY & KEY AREAS OF RESPONSIBILITY

The Implementation Specialist position entails helping customers in the hospitality/restaurant industry onboard/setup Hosted Solutions (software services) they purchased (Gift Card program, Loyalty program, etc.). The Implementation Specialist is the bridge between the Sales and Support teams and acts as the customer’s main point of contact until they have successfully setup and started using the software services they signed up for. Each Implementation Specialist is given their own territory of accounts to manage. Daily duties include managing emails from customer’s/sales reps/support, sending welcome emails, one-on-one trainings via phone/Webex, handling customer questions, handling issues and knowing escalation paths. Desired qualities – self-starter, fast-paced, computer knowledge, familiar with Outlook/Excel, able to multi-task, restaurant/hospitality industry experience, customer service experience.

 

ESSENTIAL FUNCTIONS:

· Interfaces with Sales teams/vendors or customers regarding basic sales metrics/ analyses and reports from NCR Sales / Vendors reporting tools; Interfaces with customers regarding the installation/product delivery activity and ensure that installation/delivery is completed to the customer’s satisfaction

· Interfaces with NCR IT organizations to complete detailed business, Processes & technical requirements

· Provides customer-facing sales support through the implementation process.

· Responsible for providing and analyzing install metric data to customer and internal organizations; Responsible for working with internal organizations to resolve issues, including customer

· Successfully manages installation activities in more complex environment, defined by customer, project term, scope, and risk

· Supplements the training customers on how to use NCR systems,

· Position works with sales, sales support, IT and the customer to gather implementation requirements

· Coordinating and creating necessary tickets to complete the installations

· Deliver installations assigned to individual contributors

· Complete the defined check list per product

· Communicate to customer and hand off to Account Management when implementation is completed

· Upsell Professional services when necessary

Other job-related duties as assigned.

 

BASIC QUALIFICATIONS

Formal education level:

· Bachelor’s Degree or equivalent work experience preferred

 

Experience:

· Experience managing small to medium sized projects and/or implementations

· Two years of post-sale implementation experience or exposure to said processes preferred

· Established history in restaurant operations, franchise sales and/or in a POS vendor environment preferred

 

Specific skills & proficiency level:

· Ability to multi-task; high energy; strong sense of ownership; strong sense of urgency; ability to improvise

· Balanced ability to dive into details and think strategically.

· Ability to respond in a crisis

· General computer skills required; Microsoft Word/Excel proficiency

· Ability to get up to speed quickly with proprietary applications and emerging technology

· Strong interpersonal skills at all levels to include internal and external communications.

· Excellent ability to work cross-functionally through different areas of the organization.

· Technology and implementation experience a plus.

 

 



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