The Technology Account Management (TAM) role in Ukraine, 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 in Ukraine & Moldova. The TAM must have a thorough understanding of the customers’ business plans, strategic priorities, operational environment, and use of Mastercard products/services.
In addition, the TAM will need to liaise with other cross-functional teams such as Product and Operations/Technology as new opportunities are identified, or capabilities leveraged. Ongoing responsibilities may include defining & initiating new system or product development needs, monitoring customer service quality, and ensuring flawless project execution by the team as well as respective functional areas.
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.
- 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
- 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.
You can apply here
