Manager, Technology Account Management

Title and Summary

Manager, Technology Account Management

The Technology Account Management (TAM) role in Central Asia, focuses on external partners, is aligned with both Mastercard account management & cross-functional teams. The TAM is responsible for all aspects of the technology and operational relationship between Customers and Mastercard within the Central Asia markets. The TAM must have a thorough understanding of the customers' business plans, strategic priorities, operational environment, and use of Mastercard products/services.
Role
• Engage Account Managers 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.
• 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
• Ensure the team delivers our Mastercard Academy content to customers
• Ensure the team delivers Quarterly Operation Reviews with customers and guide them to ensure portfolio optimization on approval rates as well as 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
• Strong customer consultative approach and relationship building skills
• 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.
• Ability to travel within and outside of the country for customer and other business meetings
• 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.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• 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, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.