Technology Account Manager, Southern Africa at Mastercard

The Technology Account Management (TAM) role, focuses on external partners, is aligned with both Mastercard account management & cross-functional teams. TAM team members are responsible for all aspects of the technology and operational relationship between Customers and Mastercard. TAM team members must have a thorough understanding of the customers’ business plans, strategic priorities, operational environment, and use of Mastercard products/services.

In addition, the TAM representative liaises 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 respective functional areas.

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
• Represent Mastercard at regulatory meetings in the relevant market, related to the payments space.