Mastercard
Manila, Philippines
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Senior Analyst, Technology Account Management
Role Overview
The Senior Analyst, Technology Account Management (TAM) supports key customer relationships and ensure successful delivery and ongoing operation of technology solutions in the Philippines. This role is ideal for a seasoned individual contributor who combines strong technical knowledge with customer engagement skills and enjoys working cross-functionally to solve problems and improve customer outcomes.
As a Senior Analyst, you will play a critical role in executing projects, supporting operational excellence, and guiding customers through their technology journeys. You will also support and mentor junior team members while contributing to continuous improvement across the Technology Account Management function.
Key Responsibilities
Customer & Technology Relationship Management
• Support the end-to-end technology and operational relationship with assigned customers in Philippines and the region.
• Act as a trusted partner by understanding customer environments, business priorities, and operational needs.
• Collaborate with Sales and Customer Success teams to ensure effective service delivery and high customer satisfaction.
Operational Execution & Issue Resolution
• Independently execute key elements of projects and processes within the Technology Account Management function.
• Track and manage customer incidents, coordinating with internal technical teams to drive timely resolution.
• Coordinates with internal teams to escalate complex or high-risk issues appropriately to ensure effective outcomes.
• Support release communications and customer readiness activities for new or enhanced products and services.
Customer Engagement & Reporting
• Own the technical and operational relationship for a portfolio of customers, engaging regularly across in-person and virtual channels
• Proactively engage customers to address operational and technical needs, communicate performance insights, and identify opportunities to enhance customer outcomes and drive value for Mastercard
• Leverage data and trends to identify opportunities to improve customer experience and operational efficiency
• Maintain accurate and up-to-date customer technical documentation and engagement records.
• Contribute to Quarterly Operational Reviews (QORs) by delivering data-driven insights and customer-facing narratives
• Provide product guidance, training, and operational support to help customers maximize value from their technology investments
Continuous Improvement & Team Contribution
• Participate in process improvement initiatives to enhance service quality, operational efficiency, and customer experience.
• Contribute to solution development for new products or services where applicable.
• Manage smaller projects or initiatives, applying specialized knowledge and industry best practices.
• Guide and support junior team members through knowledge sharing and informal coaching.
All About You
• Experience in the payments industry across areas such as customer engagement, technical support, operations, or fraud and dispute management
• Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
• Proven ability to work cross-functionally and communicate effectively with both technical and non-technical stakeholders.
• A customer-focused mindset with strong attention to detail and a commitment to service excellence.
• Bachelor’s degree or equivalent practical experience
If you are passionate about driving customer success through technology and thrive in a fast-paced, collaborative environment, we encourage you to apply and join our Technology Account Management team!
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: