Manager Technology Account Management - Customer Delivery

Confidential Company  •  Toronto, ON

Salary depends on experience
Posted on 03/21/18
Confidential Company
Toronto, ON
Salary depends on experience
Posted on 03/21/18

verview:
Customer Delivery is responsible for the operational and technology relationship management support and the implementation of new customers, products and solutions for all stakeholders. This team leverages extensive experience in card payment operations to resolve customer issues, identify customers’ technology and business needs and provide solutions with MasterCard technology assets, tools, services and products.
• Responsible for all aspects of the technology and operational relationship with the customer
• Acts as a dedicated resource for key customers
• Establishes working relationships with internal delivery teams, customer support teams and customer contacts
• Helps identify business opportunities through understanding of the customer’s technology infrastructure
• Partners with customers to develop annual business plans and conducts quarterly operational reviews

Role:
• Resolves day-to-day technical/operational issues and escalates as appropriate
• Notifies customer accounts of product enhancement releases that changes services or enhances functionalities
• Performs account training and/or retraining functions
• Regularly contacts accounts to check if their support needs are met and no open issues remain
• Improves product offerings by communicating customer feedback to Product Management and Engineering
• Identifies customer needs and arranges for training and communication of enhancements
• Ensures customer's compliance with all MasterCard technology enhancements

All About You:
• Significant experience in card payment operations (card issuing or merchant acquiring)
• Demonstrated expertise in project management
• Strong communication skills- ability to communicate and influence at various levels of mgmt. and with customers. Ability to quickly learn, explain and bridge the gap between the business, product and technology that supports it
• Demonstrated focus on customer performance and satisfaction. Seeks to enhance customer experience through optimization of processes
• Intellectually Curious, Assertive, Tenacious, Persistent, Resilient and comfortable in a fast paced, ever changing environment
• Ability to grasp newtechnologyand how it may affect a product or customer’s business strategy

    R-63493
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