Manager of Technology Account Management

Mastercard; New York (NY); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Mastercard in New York is seeking a Manager, Technology Account Management (TAM) to build and maintain strong client relationships across Global Customers/Partners in Acceptance & Digital Merchants. You will provide technical and strategic support to ensure successful deployment of Mastercard's products and services.

This role blends technical depth with business acumen to optimize customer infrastructure, manage escalations, and deliver innovative solutions.

Qualifications

• Strong client relationship management and account planning experience.
• Technical and strategic support to ensure deployment of Mastercard's products and services.
• Experience in payments business, especially credit and debit card operations, is preferred.

Responsibilities

• Build and maintain strong client relationships to drive business growth and customer satisfaction.
• Provide technical and strategic support across internal teams, partners, and processors.
• Identify opportunities for optimization within customer infrastructure and manage escalations.
• Collaborate with Sales, Marketing and Product teams to support new product/technology enhancements.
• Communicate customer feedback to Product Management.

Job description

• We are recruiting a Manager, Technology Account Management (TAM), who will play a crucial role in building and maintaining strong client relationships to drive business growth and customer satisfaction for Global Customers/Partners across Acceptance & Digital Merchants verticals
• The TAM will work closely with internal teams, external partners, and third-party processors, providing technical and strategic support to ensure the successful deployment of Mastercard's products and services and trusted source for our customers for technical queries
• This role requires a blend of technical expertise and business acumen to identify opportunities for optimization within their infrastructure and ensure seamless communication and manage all escalations relating to technical issues
• Additionally, and when required, the Manager, Technology Account Manager will engage with key stakeholders across Mastercard to deliver innovative solutions tailored to complex customer needs
• 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

Ability to quickly learn, explain and bridge the gap between the business, product and technology that supports itExperience in payments business with preferred area of experience in credit and debit card operations (issuing and acquiring) - authorizations, clearing, settlement, and fraud & risk managementAbility to thrive and effectively collaborate in a dynamic, fast-paced, team environment that embraces giving, receiving as well as acting on feedbackAbility to manage complexity and simplifying for customers and key stakeholdersCollege/University degree or equivalent work experience with emphasis on business, and information technology and/or bankcard industry experienceInformation technology and relevant industry experience preferredDemonstrated operational excellence in managing escalations and timely responsesDemonstrated 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 essentialStrong analytical/problem solving and planning skillsHybrid position with an expectation to be in office on an average 3 days per weekTechnology and operations related skills required; project management and implementation skills preferredAbility to grasp technology details and translate them into solutions and/or to address business opportunitiesAbility and willingness to provide off-hours support to customers if neededDemonstrated successful Account Management experience