Mastercard
Toronto, Canada
+ 1 other location
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.
Manager, Technology Account Management
Overview
The Manager, Technical Account Management is responsible for managing the technology and operational relationship with Mastercard customers across an assigned market or portfolio. The role serves as the primary point of contact for technical, system, and operational matters, ensuring customer needs are understood, prioritized, and addressed through effective coordination across internal and external stakeholders. The role requires a strong understanding of customer implementation plans, operational environments, technical requirements, and key pain points. The successful candidate will act as a bridge between customers, market teams, regional teams, product teams, and operations teams to support implementation, incident management, release readiness, performance optimization, and adoption of Mastercard products and solutions. The Manager, Technical Account Management contributes to the achievement of business and customer goals by managing projects and processes within the Technology Account Management function, resolving issues with appropriate escalation, supporting continuous improvement, and helping customers operate effectively and efficiently within Mastercard’s ecosystem.
Role
• Manage the day-to-day technology and operational relationship with assigned customers, serving as the primary point of contact for technical account management matters.
• Build trusted relationships with customer stakeholders at operational, technical, and senior levels, ensuring clear communication, alignment, and timely issue resolution.
• Lead and coordinate customer onboarding, technical implementations, readiness assessments, release coordination, incident management, and post-go-live support activities.
• Assess customer technology and operational readiness, identify risks and dependencies, and align delivery activities with customer requirements, business priorities, and Mastercard standards.
• Manage project activities as a key escalation point, coordinating cross-functional teams to investigate, resolve, and prevent production and non-production issues.
• Support the implementation and delivery of Mastercard products, services, and solutions, including scoping, planning, customer readiness, project initiation, execution, and completion.
• Collaborate with account management, customer success, product, operations, technology, and market teams to prioritize in-market initiatives and support business growth opportunities within existing accounts.
• Maintain TAM process discipline through documentation, operational reviews, action tracking, release and bulletin management, and continuous improvement activities.
• Deliver or support training, knowledge transfer, and operational guidance for customers, vendors, and internal stakeholders to improve performance, readiness, and adoption of Mastercard solutions.
• Ensure adherence to applicable regulatory, operational, risk, and organizational standards throughout the customer lifecycle.
• Provide structured updates, insights, and recommendations to internal stakeholders to support customer engagement, operational performance, and quarterly business or operational reviews.
All About You
• Experience in the payments industry, financial technology, technology services, or a related field, preferably with exposure to card and digital payments.
• Strong understanding of payment transaction flows, processing environments, customer operations, and card center or digital payment operations.
• Knowledge of payment system technologies such as ISO 8583 messaging, APIs, authorization, clearing, settlement, and related operational processes is preferred.
• Demonstrated experience managing technical implementations, customer onboarding, operational readiness, incident management, or technology delivery activities.
• Proven project management capability, including the ability to coordinate cross-functional teams, track progress, manage dependencies, and maintain high-quality delivery outcomes.
• Ability to operate effectively in a matrixed, multicultural, and fast-paced environment, working across markets, functions, time zones, and stakeholder levels.
• Strong customer focus, with the ability to understand customer needs, translate pain points into actionable solutions, and drive issue resolution through appropriate escalation.
• Excellent verbal and written communication skills, with the ability to explain technical and business topics clearly to both technical and non-technical audiences.
• Proactive, structured, and accountable, with strong problem-solving skills and the ability to manage multiple priorities.
• Proficiency in English is required; proficiency in relevant local market language is an advantage depending on customer and market requirements.
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: