Mastercard
Tokyo, Japan
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.
Director, Technology Account Management
Overview
Japan Division is a fast-growing division in the Asia Pacific Region. Our solutions focus on high-tech and premium services to drive scale through cost-effective offerings, as well as those prioritizing fundamental infrastructure and financial inclusion. All of these dynamics create differing levels of focus, approach and customer management.
The Technology Account Management Director plays a pivotal role in ensuring the successful deployment of Mastercard products and services and managing operational and technical customer relationships in Japan. This role leads strategic delivery initiatives and provides differentiated customer experience. This role acts as a strategic consultant across all aspects of product and service launches, working closely with internal and external stakeholders to grow Mastercard’s market share in Japan. This position reports to the Technology Account Management Lead in Japan Division.
The Role
As a Technology Account Management Director, your responsibilities includes:
• Preparing and conducting Quarterly Operational Review for the key accounts.
• Continuously stay in control of all the mandatory trainings.
• Preparing and delivering monthly announcements and workshops as a team.
• Documenting processes and identify areas of improvement.
• Participating in Internal Workstreams and drive Mastercard Initiatives.
• Functional and technical relationship management for the assigned accounts.
• Analyze, Identify and drive improvements for customers operational performance and profitability through reviews and continuous customer engagement.
• Actively participate in strategic planning and administration.
• Serve as the Functional escalation point for the customers.
• Incident Resolution and Escalation: 1. Play a critical role in ensuring customer satisfaction during incident response. 2. Act as the main link between customer and internal teams. 3. Join TRT, explain situation to customer, provide update. 4. Share customer needs internally and keep progress updates flowing.
• Post-Incident: Review Post Incident Report and share with customer, lead follow-up meetings.
• Execute the training and delivery of Mastercard products, implementations and releases.
• Recommend and implement business or process improvements; recognizing global perspectives.
• Identify customers business needs, participate as solution consultants.
• Continuous learning of new products and align with the division and company goals.
• Managing projects between customer and internal stakeholders.
• Own initial scoping discussion with the customers and ensure smooth handover to Customer Implementation Services Team.
• Work collaboratively with Customer Implementation Services Team.
• Provide proactive support to customers in the event of production issues.
• Making a good relationship with customers.
All About You
• Preferably with 10 years of relevant implementation experience in payments, banking or fintech companies.
• A great team player with the hunger to learn new knowledge and the ability to adapt and prioritize tasks with a sense of urgency.
• Previous experience in the credit card industry or mobile or e-commerce or EMV or contactless technology is preferred.
• Ability to quickly grasp technical concepts, apply them to business needs and discuss them with both business and technical partners.
• Excellent learning agility, multitasker, intellectual curiosity and comfort with ambiguity.
• Ability to analyze business needs and develop a course of action that effectively integrates technical and business components to yield quantifiable results for Mastercard and our customers.
• Build and maintain strong, positive working relationships at all functional levels internally and externally.
• Project/Program/Product Management.
• Good written and verbal communication skills with an attention to detail.
• University Degree preferred.
• Experience in Customer Success/Account Management desirable.
• Comfortable interacting with all levels of management and working in a cross-functional / matrix environment both internally and externally.
• Ability to work in Japanese AND English bilingual environment.
• Working knowledge of MS Office.
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: