Manager, Technology Account Management

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Manager, Technology Account Management

The Technology Account Management (TAM) role, focused on external National Accounts, is aligned with the Mastercard account teams. TAM team members are responsible for all aspects of the technology and operational relationship with the customer and are responsible for the customer’s overall operational relationship with Mastercard. This specific position will be responsible for the end-to-end technology relationship/portfolio of a large MasterCard customer. This specific position will work directly with customers across their lines of business, focusing on Acquiring, and serve as an internal liaison with internal teams such as Account Teams, Technology team, Product & Services, Franchise, and Customer Care & Delivery teams. This TAM team member must have a high degree of business and technical expertise in all aspects of digital payments and flows including acquiring, issuing and processing and Mastercard Technologies such as Core, Services, Products, Digital, contactless, tokenization, Disputes, Mobile, MC Move etc.
Ongoing responsibilities may include coordinating/assessing customer service, operational excellence, customer onboarding and servicing, and ensuring flawless project execution by respective Technology, Product, and Services functional areas.
• Do you thrive in a fast-paced customer facing environment?
• Do you have a natural curiosity about technology?
• Do you possess the ability to quickly learn, explain, and bridge the gap between business, product, and technology?
• Do you have the ability to build relationships, influence and lead cross-functional internal and external teams?

Role/Responsibilities
Accountable for the customers overall operations satisfaction and integration with Mastercard.
Builds, grows, and manages operational and technical relationships with customer's executive and decision-making-level contacts
Shares customer insight and perspective with internal teams as they transition from sales to implementations towards BAU where TAM really picks up ownership
Provides Voice of Customer input into cross-functional teams, e.g., Product, Delivery, Customer Services, LFI
Partners with Account Mangers to coordinate and integrate annual account plan with customer and internal partners to prioritize strategic, mutually shared objectives
Builds solid relationships and leads initiatives with cross-functional partners, ensuring customer and market needs are being communicated and met
Develops and continuously evaluates business and/or operational processes / improvement initiatives by addressing operational inefficiencies
Leverages customer’s technology stack and capabilities as well as market knowledge to inform into key internal stakeholders (i.e., Solutions Architects, Technical Architects) to drive Solutions design
Acts as escalation point during execution of customer implementation projects to ensure customers’ and Mastercard’s needs are met
Leads and coordinates Mastercard tech and product/services response for any contractual SLAs, etc
Analyzes customer’s technology, operational and competitive performance across their portfolios to inform the Quarterly Business review
Identify opportunities to optimize Mastercard and customer revenue by leveraging our capabilities and services and partner with Account Managers and Business Development teams to materialize the opportunity
Reviews customers compliance with Mastercard technology enhancements and mandates and gathers feedback from customers

All About You
Ability to quickly grasp technical concepts and analyze business needs to develop a course of action that effectively integrates technical and business components to yield quantifiable results for MasterCard Worldwide and our client(s)
Build and maintain strong, positive working relationships at all functional levels internally and externally.
Previous experience in network, credit and debit card operations (merchant acquiring) with emphasis on authorizations, clearing, settlement, fraud/ risk management desirable, dispute resolution, mobile or e-commerce or EMV chip or contactless technology is desirable
Project manage