Manager, Technology Account Management at MasterCard

Reference ID: R-168888

Overview

• The West Africa team is looking for a Manager, Technical Account Management to drive our customer experience strategy forward, by consistently innovating and problem-solving.
• The ideal candidate will work with our banking partners or third-party processors and will be responsible for all aspects of the technology and operational relationship with the customer.
• Help identify business opportunities through understanding of the customer’s technology infrastructure and Partners with customers to develop annual business plans and conducts quarterly operational reviews.

Role

• Engage Account Mangers as part of Account Planning, coordinate and integrate annual and ad hoc business planning with customer and internal partners to prioritize strategic, mutually shared objectives.
• Build solid relationships with internal cross-functional partners, ensuring customer and market needs are being communicated and being met
• Identify and deliver against customer and Mastercard corporate objectives, opportunities, and commitments.
• Lead customers through the transition from sale to implementation; clarify project scope and customer readiness to implement during project initiation and ensure internal stakeholders are clear on products/services implementation requirements with customers.
• Monitor post-implementation customer service quality, providing Voice of Customer feedback to improve quality.
• Provide Voice of Customer input into proposed product development initiatives, in addition to potential rule changes.
• Build, grow, and manage operational and technical relationships with Customers
• Leverage market, customer, operational, technology expertise to provide key inputs into solution design of key initiatives and market level opportunities.
• Act as escalation point during implementation of customer implementation projects to ensure customers’ and MasterCard’s needs are met.
• Grow and manage close strong working relationships with customer's executive and decision-making-level contacts.
• Develop and maintain strong working relationships with key vendors in areas such as payments processing, network infrastructure and digital technology
• Identify customer needs and communicate operational enhancements to relevant internal stakeholders.
• Act as Trainer to deliver our Mastercard Academy content to customers
• Guides customers to ensure their compliance with all Mastercard technology enhancements and mandates.
• Identify opportunities to optimize Mastercard and customer revenue by utilizing existing technology capabilities, services or through innovation and development of new capabilities & ecosystems.
• Leverage relationships with customers and vendors to identify sales leads and share such opportunities with Account Managers and Business Development teams/Expert Sales.

All About You

• Ability to work effectively across all segments of Mastercard and customers’ organization.
• Extensive knowledge and demonstrable application of customer service principles and financial industry/banking operations and business practices.
• Ability to grasp technology details and translate them into solutions and/or to address business opportunities.
• Extensive knowledge of credit and debit card operations (issuing, acquiring, and processing) with emphasis on authorizations, clearing, settlement and fraud and risk management.
• Project management and implementation skills preferred
• Technology and operations related skills required
• Interpersonal and negotiation skills required.
• Strong analytical/problem solving and planning skills.
• Articulate and creative, adept at delivering presentation to executive level audiences.
• Must possess solid knowledge of business drivers, technology solutions and players, best practices employed across all stakeholders, Mastercard products & rules, and competitor solutions, and regulatory implications
• Competent to analyze business needs and develop a course of action that effectively integrates technical components and business components and organize a solution process that includes appropriate cross-organizational participation yielding quantifiable results for Mastercard and customers.