Manager, Technology Account Management

Mastercard•Toronto, ON

26d•CA$109,000 - CA$158,000•Hybrid

About The Position

The Technology Account Management team is responsible for delivering all technology and operations supporting North American Markets (NAM) customers. This team identifies customers’ technology needs and solves them with MasterCard’s technology assets, tools, and services. Reporting to the Director, Technology Account Management in Customer Delivery Canada; In this customer-facing position, the Technology Account Manager, will build, grow, and manage the operational and technological relationship with Key Accounts in market (including issuing members, acquiring members, and/or processors).

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