Technical Account Manager

CareerArc; Toronto; On-site; CAD 78,000 - 129,000; Full time

Job summary

A global technology company in the payments industry is seeking a Technical Account Manager. This role demands expertise in Dynamic Yield products and a focus on ensuring client satisfaction through technical support. Candidates should have significant client-facing experience within digital marketing in a SaaS environment. Must possess strong coding abilities as well as organizational and communication skills. Based in Toronto, with a competitive salary ranging from 78,000 to 129,000 CAD, this position offers a unique opportunity to impact customer implementation and experience.

Qualifications

• Years of technical client-facing experience with a focus on digital marketing solutions in a SaaS product environment.
• Excellent time management and strong organization skills.
• Strong written and verbal communication skills.

Responsibilities

• Become an expert in Dynamic Yield products, focusing on the technical aspects.
• Interface with customers to gather and document technical requirements.
• Resolve cross-departmental challenges to facilitate utilization of the platform.
• Provide support by taking ownership for customer issues.
• Partner with Engineering and Development teams to resolve customer issues.
• Write documentation and improve customer experience with features.
• Participate in the QA process of products/services.
• Contribute to development of implementation and support policies.

Skills

Client-facing experience in digital marketing

Business fluency in English

Project management experience

Familiarity with e-commerce

Proficiency in iOS and Android development

Coding skills (JavaScript, HTML, CSS)

Time management

Organizational skills

Ability to handle stress

Communication skills

Job description

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 payment 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

Technical Account Manager – Dynamic Yield. The role connects and powers an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. The Technical Account Manager bridges the technology team and the user, walking the tightrope between customer satisfaction and developer ability. You will serve as the product expert, guiding client user experience and ultimately client satisfaction through their implementation of Dynamic Yield products.

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Task‑at‑Hand

• Become an expert in Dynamic Yield products, with a heavy focus on the technical aspect of the product.
• Interface with customers in final stages of contracting with sales to gather, collect and document technical, product and contract requirements regarding the customer's purchase(s) of Dynamic Yield products.
• Resolve cross‑departmental challenges across your accounts to facilitate their expanding utilization of our platform by building processes that streamline communication and understanding.
• Provide world‑class support by taking ownership for customer issues from initial contact to resolution, including troubleshooting the issue, determining root cause and ensuring that the customer understands the resolution.
• Partner with the Engineering and Development teams to resolve customer issues.
• Write documentation, knowledge‑based articles and tutorials to improve the customer experience of Dynamic Yield features.
• Participate in the QA process of current and new products/services and work frequently with product and engineering teams to address opportunities and product enhancements.
• Contribute to the development of our implementation and support policies and procedures.

Optimal Skills for Success

• Years of technical client‑facing experience with a specific focus in digital marketing solutions (mobile, web analytics, optimization, email) in a SaaS product environment.
• Business fluency in English.
• Experience managing projects in a complex organization.
• Familiarity with e‑commerce specific terms and configuration is preferred.
• Comfortable with iOS and Android mobile platforms and their development tools.
• Able to read code and write code (especially JavaScript, HTML, CSS).
• Excellent time management and strong organization skills.
• Ability to maintain poise under stress, especially when resolving.
• Demonstrable ability to take ownership and accountability, and act on client goals and objectives in a technical environment.
• Strong written and verbal communication skills, including the ability to communicate with both technical and non‑technical customers.
• Must thrive at working in a fast‑paced environment.
• Ability to work in a team environment while working independently.

Corporate Security Responsibility

• Abide by Mastercard’s security policies and practices.
• Ensure the confidentiality and integrity of the information being accessed.
• Report any suspected information security violation or breach.
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Salary and Benefits

Base Salary Range: 78,000‑129,000 CAD. In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.

Equal Employment Opportunity

Mastercard is a merit‑based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [e-mail] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.