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About the Role
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 a differentiated customer experience, acting as a strategic consultant across all aspects of product and service launches to grow Mastercard’s market share in Japan.
Responsibilities
- Prepare and conduct Quarterly Operational Reviews for key accounts.
- Document processes and identify areas for improvement.
- Participate in Internal Workstreams and drive Mastercard Initiatives.
- Manage functional and technical relationships for 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 customers.
- Ensure customer satisfaction during incident response by acting as the main link between the customer and internal teams.
- Execute the training and delivery of Mastercard products, implementations, and releases.
- Recommend and implement business or process improvements, recognizing global perspectives.
- Identify customer business needs and participate as a solution consultant.
- Manage projects between customers and internal stakeholders.
- Own initial scoping discussions with customers and ensure smooth handover to the Customer Implementation Services Team.
- Work collaboratively with the Customer Implementation Services Team.
- Provide proactive support to customers in the event of production issues.
- Build and maintain strong relationships with customers.
Requirements
- Preferably 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, mobile, e-commerce, 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, multitasking ability, 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 its customers.
- Build and maintain strong, positive working relationships at all functional levels internally and externally.
- Good written and verbal communication skills with attention to detail.
- Experience in Customer Success/Account Management is desirable.
- Comfortable interacting with all levels of management and working in a cross-functional/matrix environment both internally and externally.
- Ability to work in a Japanese AND English bilingual environment.
- Working knowledge of MS Office.
- Abide by Mastercard’s security policies and practices.
- Ensure the confidentiality and integrity of the information being accessed.
- Report any suspected information security violation or breach.
- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
Skills
- Project/Program/Product Management
Location
- Japan
Work Type
- Full-time
Experience Level
- 10 years of relevant implementation experience
Education Level
- University Degree preferred
About the Company
- 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.
- 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.