Job details

Customer Relationship Manager (Hospitality) - Colorado

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Title: Customer Relationship Manager (Hospitality)

Location: Colorado, virtual

Position Summary & Key Areas of Responsibility

This position is an individual contributor role that provides strategic and consultative relationship management for an assigned book (portfolio) of existing clients within the installed base. Primary focus is on client satisfaction, revenue growth (deepening the NCR share of client “wallet’), and retention. In close partnership with the customer success manager (CSM), inside sales (IS), and field sales executive (SE) teams, the RM is the central point of contact within NCR for clients after initial installation. The RM serves as the relationship “quarterback” responsible for coordinating the overall revenue and retention efforts for the client.

RM is responsible for an extensive understanding of the client’s business goals (required capabilities, objectives, technical “wish lists,” and growth strategies) and aligning the appropriate NCR Hospitality solution stack to maximize NCR wallet share while meeting client growth objectives.
Through a defined and disciplined contact cadence (in person and remote), the RM maintains a proactive contact with the client and continuously identifies appropriate NCR solutions and services representing new opportunities to maximizing revenue and profitability.
The RM is responsible for revenue growth and retention among an assigned portfolio of clients within a defined territory.
Serves as the central point of contact for managing client escalations and acts as the liaison between the customer and the various NCR functional divisions. Rapidly identifies any roadblocks and works closely with the aligned CSM, business manager and support leaders to quickly address issues and drive client satisfaction.
Maintains and detailed client record within Salesforce.com that serves as the central point of record for the client experience.
Coordinates with appropriate sales teams (Inside or Field) for coordinated tracking of ALL funnel activities with the record.
Develops and executes relationship plans for EACH account within assigned book of business to prioritize revenue opportunities (deepen NCR wallet share) in alignment to stated and implied client needs. These “sales activities” are fulfilled/closed by the appropriate sales organization (field, inside) aligned to the territory.
Revenue growth and retention (reduction of client attrition) are key metrics for this role which requires the RM to be client-facing (in person ideally a minimum of 1x per year and more frequently via digital technology (Teams, Zoom).
Through defined communication cadences, the RM builds and maintains relationships with the current book of business to create referenceable clients who refer business to NCR.
Requires strong relationship building and maintenance skills to instill customer confidence in NCR providing key industry and trend updates, best practices, and proactive communication.
Effectively collaborates with NCR teams to ensure a cohesive “Unified NCR” approach with all customers and minimize client confusion and multiple client handoffs.
In conjunction with the project implementation manager, the RM is directly involved new sales implementations as part of a seamless and effective implementation journey (post contracting/sales). Maintains contact as needed with original Sales Executive.
When service, reporting and relationship management are detected as hot issues for prospects, the RM partners with the SE for new sales prospect meetings to show the end-to-end value of an NCR relationship with a client.
Monitors the ongoing financial strength and profitability of the installed client base and works as needed with collections and finance team

Basic Qualifications

Bachelors or Masters degree preferred with proven relationship management and client retention experience.
Exceptional communication and presentation skills, both verbal and written
Highly motivated and driven to succeed
Strong relationship-building and client negotiation skills
Objectivity and ability to make sound decisions
Aptitude to learn quickly and perform well under pressure
Ability to work independently yet within company guidelines
Highly collaborative with an ability to “own” and issue and coordinate effective problem resolution with internal teammates while showing creative problem-solving skills
High level of integrity and professional maturity
Proven experience in using CRM (Salesforce.com, Oracle, Microsoft 365)
Ability to travel within local or regional territory 50% - 100% of time. This is a client facing role with expectations of being in front of clients a minimum of 2-3 days/week.

Preferred Qualifications

Restaurant operations, sales, or management experience
3 years+ of sales or operational experience with complex software and hardware solutions and
Professional services or prior experience in the POS industry
Sales and/or marketing experience with emphasis on growth and retention of current business
Prior experience managing and maintaining relationship with existing customers, assisting growth, problem resolution, consultation, and introduction of new products

Salary Range:

$96,000.00 - $144,000.00

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Full time employee benefits include:

Medical Insurance
Dental Insurance
Life Insurance
Vision Insurance
Short/Long Term Disability
Paid Vacation
401k

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

NCR Glassdoor Company Review

3.5

NCR DE&I Review

No rating

CEO of NCR

Michael Hayford

Approve of CEO

Average salary estimate

$120000 / ANNUAL (est.)

min

max

$96K

$144K

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