Hospitality Account Support Manager

NCR Corporation（NYSE：NCR）は、金融、小売、ホスピタリティ、通信・テクノロジー業界におけるソフトウェア およびサービスのリーディングカンパニーです。 NCRは、ジョージア州アトランタに本社を置き、34,000人の従業員を 擁し、180カ国で事業を展開しています。 NCRは、NCR Corporationの米国およびその他の国における商標です。

Job Details:

• Our Account Support Manager will be accountable to manage and support our Key Hospitality accounts in Japan. You will own and develop a customer centric approach to ensuring customer satisfaction at all times while working with internal and external service providers.
• This position is based in Japan and reports to the APAC Executive Services Manager (based in Sydney Australia).

Job Responsibilities

Service Delivery

• Thorough understanding of assigned contract scope and service deliverables
• Monitoring and ensuring contract SLA’s are met
• Provide account specific service information to the Account Management team as required
• Communicate specific SLA requirements to the Account Management team
• Ensure customer specific projects are implemented on time
• Communicate the Scope of Service to the customer and explain any Out-of-Scope services rendered to the customer
• Be the point of contact for day to day service escalations
• Manage Service Partners and Call Centre issues/incidents to address service gaps, utilizing NCR support teams and processes
• Analyze standard reports, investigate service history and provide operational recommendations for service delivery improvements and processes to Field Service Partners, Call Centre Team and /or the customer

Customer relationship management

• Seek to build and enhance enduring relationships with key customer interfaces
• Achieve a thorough understanding of customer requirements
• Promote customer confidence in NCR, which will lead to long-term business
• agreements
• Review the quality of NCR Call Centre operations and coordinate additional training and/or process changes as required
• Maintain customer relations and observe customer process changes

Operational Challenges / Improvements

• Conduct regular reviews with vendors and customers
• Preparation of Monthly Operations Review and Quarterly Review slides and presentation
• Conduct regular reviews with Account Management
• Ensure that the customer uses the proper primary escalation contacts within NCR
• Serve as Customer Champion for service escalations that have completely failed, and fix account-specific escalation processes that are broken
• Perform root cause business analysis of problems and prepare RCA documents as needed

Account information integrity

• Ensure that the proper processes are being followed for Change control,
• Escalation management, invoicing and accounts receivables
• Support the Billing Operations Center (BOC) in the Service Order Management
• process; engage as requested by BOC for major issues
• P&L responsibility for assigned account(s) and will own ensuring all services revenue is recognized in a timely and accurate manner and any service inefficiencies and service credits are eliminated from accounts

Sales Consulting

• Assist NCR salespeople with account information gathering for standard maintenance proposals and renewals
• Identify additional customer services opportunities and engage NCR sales resources (such as Services Sales Consultants, Network Sales Consultants or Solution Sales Specialists) to work on proposals for this additional business.

Accounts Receivable Management

• Work with the BOC and collectors to ensure that follow-ups are performed
• Work with the customer to resolve any disputed invoices and to expedite payment

Reporting – as required

• Daily Reports: Customized reports which may differ from customer to customer
• Weekly reports: Periodic reports with recommendations for operations improvement
• Monthly Reports: Monthly Performance report with Analysis
• Other misc. reports as required

就業時間帯：9:00～17:30 （休憩 45分）

給与：経験・年齢・能力を考慮の上、当社規定により優遇します。

賞与：年2回

休日・休暇：完全週休二日制（土日祝）、年末年始、有給休暇、慶弔、特別休暇、夏季休暇、その他

福利厚生：各種社会保険完備、通勤交通費支給、慶弔・見舞金制度、退職金制度、財形、生損保団体扱い、育児/介護休職制度 他

Requirements/Qualifications (NEED)

• Must be multilingual – speaking and writing in Japanese and English
• Extensive Service Delivery experience essential
• Point of Contact for all customer escalations and service action plans
• Strong knowledge of Microsoft products (Excel, Word, PPT)
• Accounts receivable experience
• Customer facing role experience
• Experience working with and managing partners/vendors

Nice to have (WANT)

• Bachelors degree or relevant industry experience highly regarded
• Managed Services experience highly regarded