Customer Communications Leader

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Title: Customer Communications Leader

Location: Atlanta, GA (hybrid: 4 days onsite/ 1 day remote)

About NCR Atleos

NCR Atleos' singular focus is on expanding self-service financial access with innovative digital-first tech.

Department Description

The Customer Communications team oversees all customer communication engagement within NCR Atleos. The team works across the enterprise geographically, with the focus of standardizing customer touchpoints and ensuring quality and consistency. The team ensures customer communications are created, brand appropriate, and approved by the correct stakeholders prior to customer consumption. The team also ensures the internal customer facing teams are prepared to support customers with the correct training and documentation.

Position Summary

The Customer Communications Leader will lead strategic customer communications and customer data management and will create and lead a dynamic customer dashboard. The role, reporting to the Executive Director of Customer Experience, will work in partnership with internal teams to lead, consult and maintain customer excellence by ensuring we have the appropriate customer engagement and messaging in critical customer communications involving needs for written documentation around events or incidents requested by the customer and in proactive communications that are services in nature.

The role will have direct reports globally and be key in leading and creating a dynamic team that delivers customer outcomes at a strategic and transformative level.

Key Areas of Responsibility:

• Function as the overall leader and advocate for all areas in which NCR Atleos engages with customers.
• Create and lead an interface and communication content that flows between the customer and NCR Atleos
• As the leader, the candidate will direct customer outcomes by partnering with teams across the enterprise including, but not limited to, Field Services, Customer Success management, Marketing and Communications, Security, Product, Business Intelligence, IT and Sales.
• Lead a team that will create, lead, and review the release of relevant customer collateral, communications, and releases to ensure consistent quality to the customer and reduce operational impact.
• Provide expertise and thought leadership by reviewing existing processes with the intent to drive process improvements that deliver higher quality results across all cross functional organizations.
• Facilitate governance and review sessions with stakeholders.
• Must be comfortable working in a cross functional environment and possible 24x7 communication needs.
• Ability to strategically envision solutions and create and publish relevant content for the customer dashboard.
• Candidate must possess multi-tasking skills that allows them to assume ownership of ad hoc requests.
• Responsible for cross training on other tool sets to ensure seamless operations including, but not limited to, Gainsight, MyNCR. Salesforce, ServiceNow, Marketo and Smartseets.

Basic Qualifications:

• Bachelor's Degree with relevant experience covering communications and project management or customer success.
• 6-10 years of communications experience overseeing customer communications for large technology companies.
• 3-4 years of experience creating and running digital transformation projects involving solutions that interact between B2B organizations.
• 3-5 years of experience hiring and managing global team members.
• Proven clear and concise written and verbal communication skills.
• Initiative-taker that works collaboratively across multiple disciplines and organizations.
• Ability to think conceptually and is a resourceful analytical person.
• Services company experience and how teams in a matrixed organization operate.
• Strong work ethic and ability to multi-task and lead competing priorities.
• Experience with Customer Services management tools or a relevant platform.

Preferred Qualifications:

• Experience with SFDC, Gainsight, Customer Success Dashboard Platforms, ServiceNow, Microsoft office tools, Smartsheets certified.
• Spanish, French, or German language skills.

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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
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.