Senior Tech Account Manager - Customer Ops Excellence

Mastercard; Makati; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Mastercard is seeking a Senior Analyst, Technology Account Management to lead the end-to-end technology and operational relationship with customers in the Philippines and the broader region. The role combines deep technical knowledge with customer engagement, delivering projects, guiding teams, and driving operational excellence.

You will mentor junior members while contributing to continuous improvement across the TAM function, collaborating with Sales, Customer Success, and internal

Qualifications

• Bachelor’s degree or equivalent practical experience.

Responsibilities

• Support the end-to-end technology and operational relationship with assigned customers in Philippines and the region.
• Act as a trusted partner by understanding customer environments, business priorities, and operational needs.
• Collaborate with Sales and Customer Success teams to ensure effective service delivery and high customer satisfaction.
• Independently execute key elements of projects and processes within the Technology Account Management function.
• Track and manage customer incidents, coordinating with internal technical teams to drive timely resolution.
• Coordinate with internal teams to escalate complex or high-risk issues appropriately to ensure effective outcomes.
• Support release communications and customer readiness activities for new or enhanced products and services.
• Own the technical and operational relationship for a portfolio of customers, engaging regularly across in-person and virtual channels.
• Proactively engage customers to address operational and technical needs, communicate performance insights, and identify opportunities to enhance customer outcomes and drive value for Mastercard.
• Leverage data and trends to identify opportunities to improve customer experience and operational efficiency.
• Maintain accurate and up-to-date customer technical documentation and engagement records.
• Contribute to Quarterly Operational Reviews (QORs) by delivering data-driven insights and customer-facing narratives.
• Provide product guidance, training, and operational support to help customers maximize value from their technology investments.
• Participate in process improvement initiatives to enhance service quality, operational efficiency, and customer experience.
• Contribute to solution development for new products or services where applicable.
• Manage smaller projects or initiatives, applying specialized knowledge and industry best practices.
• Guide and support junior team members through knowledge sharing and informal coaching.

Education

Bachelor’s degree or equivalent practical experience

Job description

Mastercard is seeking a Senior Analyst, Technology Account Management to lead the end-to-end technology and operational relationship with customers in the Philippines and the broader region. The role combines deep technical knowledge with customer engagement, delivering projects, guiding teams, and driving operational excellence.

You will mentor junior members while contributing to continuous improvement across the TAM function, collaborating with Sales, Customer Success, and internal