Senior Manager, Customer Solutions

Marqeta is on a mission to change the way employees and contractors get paid. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time.   Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). Today nearly 8 out of 10 Americans use a product powered by Marqeta every week. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

We work Flexible First. This role can be performed remotely anywhere within the United States or from our Oakland, CA headquarters. We’d love for you to join us!

Position Summary

We are seeking a highly skilled and customer-focused Senior Manager of Customer Solutions to join our team. In this role, you will oversee a team focused on advising our customers, managing all aspects of customer, bank, network, and compliance requirements throughout the program lifecycle. You will play a key role in designing and delivering scalable, customer-centric payment solutions that evolve with the customers’ needs as they scale. By working closely with cross-functional teams, you’ll help design the ideal solution to help drive customer success while ensuring compliance, flexibility, and usability. Your work will significantly impact our customers’ journey with Marqeta, enabling them to grow and thrive in a competitive landscape.

The ideal candidate is an experienced problem-solver and strategic thinker with a deep understanding of payment solutions, compliance, and network requirements. You excel at listening to customer needs, advising them with tailored solutions, and ensuring that those solutions are scalable and impactful. You have a strong background in designing customer-centric solutions, driving innovation, and aligning customer success with broader business goals. You thrive in a fast-paced, evolving environment and are passionate about shaping the future of payments.

The Impact You'll Have

• Lead and manage a team of Customer Solution Managers, providing guidance and mentorship to drive performance and development.
• Be the subject matter expert on the solutions Marqeta offers. 
• Collaborate with customers & prospects to understand the unique payment products they want to bring to market.
• Support Revenue by identifying and presenting solutions with customers and prospects within Marqeta’s existing platform and partnership ecosystem. 
• Be able to translate value statements of Marqeta’s solutions as it relates to the cardholder experience. 
• Partner with Revenue and Product Marketing on customer facing sales collateral. 
• See around corners for needed solutions and/or solution enhancements to support the Marqeta pipeline. 
• Coordinate with internal partners to ensure all customer documentation is accurate and within the scope of what is being supported. 
• Own process evolutions and development to keep the playbook updated and accurate. Communicate changes in processes and content to relevant stakeholders.
• Work closely with Revenue teams to ensure the quality and accuracy of the content maintained within the playbook. 
• Test accuracy and own feedback loops of operational documentation.

Who You Are 

• 7+ years customer-facing work experience (i.e., Technical Account Management, Solutions Engineering, or Technical Consulting) in high-tech or financial technology services, leading technical discussions and solutions in a sales engineering, implementation, or technical account management capacity.
• 3+ years in a leadership or management capacity.
• Experience in a customer-facing sales or partnership role; specifically in pre-sales engagement 
• Experience working with cross-functional teams, including Product, Engineering, and Customer Success.
• Strong project management and organizational skills, with the ability to prioritize and manage multiple customer accounts simultaneously.
• Excellent communication and presentation skills, with the ability to effectively communicate complex technical and regulatory concepts to non-technical stakeholders.
• Demonstrated ability to lead, mentor, and develop a high-performing team.

Nice to Haves

• Experience working in a financial services or payments-related environment.
• Strong understanding of fintech (e.g. acquiring, networks, point-of-sale) and payments background, especially on the issuing side
• Knowle