Manager, Technology Account Management
About The Position
The Global Partnerships team is responsible for cultivating and managing Mastercard’s most strategic relationships with key players across the payments’ ecosystem. The team works with global leaders in technology, e-commerce, and financial services to build and scale solutions across acceptance, issuing and co-brand partnerships, and payments data services. Through a consultative approach—and inspired by Mastercard’s longstanding focus on inclusive growth—we are passionate about working hand in hand with mission-aligned companies to solve real-world problems for people and businesses around the world. We are recruiting a Manager, Technology Account Management (TAM), who will play a crucial role in building and maintaining strong client relationships to drive business growth and customer satisfaction for Global Customers/Partners across Acceptance & Digital Merchants verticals. The TAM will work closely with internal teams, external partners, and third-party processors, providing technical and strategic support to ensure the successful deployment of Mastercard’s products and services and trusted source for our customers for technical queries. This role requires a blend of technical expertise and business acumen to identify opportunities for optimization within their infrastructure and ensure seamless communication and manage all escalations relating to technical issues. Additionally, and when required, the Manager, Technology Account Manager will engage with key stakeholders across Mastercard to deliver innovative solutions tailored to complex customer needs.
Requirements
- Demonstrated customer and relationship management skills and ability to build and maintain strong, positive working relationships at all functional levels within customer and internal MasterCard organization is essential
- Experience in payments business with preferred area of experience in credit and debit card operations (issuing and acquiring) - authorizations, clearing, settlement, and fraud & risk management
- Demonstrated successful Account Management experience
- Ability to manage complexity and simplifying for customers and key stakeholders
- Technology and operations related skills required; project management and implementation skills preferred
- Demonstrated operational excellence in managing escalations and timely responses
- Ability to grasp technology details and translate them into solutions and/or to address business opportunities
- Strong analytical/problem solving and planning skills
- Ability to quickly learn, explain and bridge the gap between the business, product and technology that supports it
- Ability to thrive and effectively collaborate in a dynamic, fast-paced, team environment that embraces giving, receiving as well as acting on feedback
- Ability and willingness to provide off-hours support to customers if needed
- College/University degree or equivalent work experience with emphasis on business, and information technology and/or bankcard industry experience
- Information technology and relevant industry experience preferred
Responsibilities
- Ensures resolution of day-to-day technical/operational issues, customer issues and/or as related to assigned delivery projects
- Identifies and delivers against customer and Mastercard business and corporate objectives, opportunities, and commitments
- Be a strong communicator, works with a sense of agility & urgency, while delivering quality output to customers and internal partners
- Acts as central point of contact for customers and/or MasterCard customer representatives
- Partners with cross functional partners including Sales, Marketing, and Products throughout Mastercard supporting the internal development and implementation of any new product and/or technology enhancement and support
- Establishes close working relationships with internal and customer's executive- and decision-making-level contacts
- Brings ability to enhance customer experience by driving business growth with portfolio optimization, emerging technologies, and find faster ways to get work done with sustained quality
- Analyzes and improves customer operational performance and profitability through back-office reviews, ie. chargebacks, authorization, etc
- Identifies and arranges for training and communication of operational enhancements
- Participates in and contributes to account planning with customer and internal partners to prioritize strategic, mutually shared objectives
- Works with internal colleagues to ensure customer's compliance with all Mastercard technology enhancements
- Executes project initiatives and develops quantitative/qualitative report
- Improves product offerings by communicating customers' feedback to Product Management and applicable internal teams
Benefits
- insurance (including medical, prescription drug, dental, vision, disability, life insurance)
- flexible spending account and health savings account
- 16 weeks of new parent leave
- up to 20 days of bereavement leave
- 80 hours of Paid Sick and Safe Time
- 25 days of vacation time
- 5 personal days
- 10 annual paid U.S. observed holidays
- 401k with a best-in-class company match
- deferred compensation for eligible roles
- fitness reimbursement or on-site fitness facilities
- eligibility for tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
