Director, Technology Account Management

About the role

The Technology Account Management Director ensures the successful deployment of Mastercard products and services and manages operational and technical customer relationships. Working with internal teams, external partners and third-party processors, the role provides technical and strategic support and serves as a trusted source for customers' technical queries. It combines technical expertise with business acumen and calls for a hybrid arrangement, with an expectation of being in the office about three days per week.

Key responsibilities

• Act as a strategic consultant across product and service launches, collaborating with internal and external stakeholders to grow Mastercard's market share.
• Serve as the central point of contact for customers and customer representatives, resolving day-to-day technical and operational issues and escalation matters.
• Deliver against customer and Mastercard business objectives, opportunities and commitments.
• Partner with Sales, Marketing and Products to support the development and implementation of new products and technology enhancements.
• Build close working relationships with internal and customer executives and decision-makers.
• Drive business growth through portfolio optimization, emerging technologies and faster ways to deliver work with sustained quality.
• Arrange training and communication of operational enhancements, and help customers comply with Mastercard technology enhancements.
• Take part in account planning with customers and internal partners to prioritize shared strategic objectives.

Required profile

• Preferably 10 years of relevant experience in payments, with a preference for credit and debit card operations (issuing and acquiring).
• Experience in payments, banking or fintech companies.
• Demonstrated customer and relationship management skills and the ability to build strong relationships at all levels.
• Ability to manage complexity and simplify it for customers and stakeholders.
• Proven operational excellence in handling escalations and responding in a timely way.
• Ability to grasp technology details and bridge the gap between business, product and technology.
• Collaborative in a dynamic, fast-paced team environment.