Customer Success Analyst

TL;DR

Customer Success Analyst: Serving as point of contact for client interactions providing customer-specific analysis to improve service fidelity and profitability with an accent on escalation management, database and configuration management, and generating performance reports. Focus on resolving customer problems, maintaining data integrity, ensuring SLA compliance, and cross-functional collaboration for superior operational performance.

Location: Belgrade, Serbia (hybrid). Needs to be available for all US Time Zones and willing to work non-standard business hours as required by customers.

Company

Leader in expanding financial access, optimizing branches, operational efficiency, and self-service for financial institutions and retailers globally, headquartered in Atlanta with 20,000 employees.

What you will do

• Assist Executive Service Managers and Senior Service Analysts in client interactions.
• Prepare standard reports, ensure SLA and metrics accuracy, and maintain customer data integrity for service delivery, billing, and reporting.
• Manage customer escalations, determine next steps in problem resolution, involve internal parties, and update customers timely.
• Manage client expectations, communicate SLA requirements, and attend vendor/customer meetings as needed.
• Work with customer help desks on specialized activities when standard processes fail and ensure proper escalation contacts.

Requirements

• University degree or 1 year experience in analytical/customer service role.
• Proficient English (verbal and written).
• Available for all US Time Zones; adjust as account responsibilities dictate.
• Excellent communication skills for external customers and internal teams.
• Analytical/technical experience, preferably in NCR Services; proficient in Microsoft Word/Excel.
• Ability to work fast-paced, multitask, resolve issues urgently, detail-oriented, team player across locations.

Nice to have

• Knowledge of Salesforce, SAP EDW, Oracle systems, NCDM, MACC, Invoice Engine.

Culture & Benefits

• Private Health Insurance, Life/Accident/Disability Insurance.
• Employee Referral Bonus, Baby Bonus, Wellbeing Resources.
• Numerous internal career pathing and advancement opportunities.
• Discounts at hirify.global partners.