Our Purpose
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.
Title and Summary
Technical Account Manager Team Lead, Americas
Technical Account Manager Team Lead
Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Role Overview
The TAM Team Lead will assume responsibilities of a Senior Technical Account Manager, with additional managerial responsibilities to monitor customers technical service on a wider level, while supporting the team development and growth.
Key Responsibilities:
Individual Contributor:
Become an expert in Dynamic Yield products, focusing on technical aspects.
Demonstrate product value to clients and consult on implementation.
Gather and document technical, product, and contract requirements during final stages of contracting.
Provide world-class consultation, troubleshooting issues, and ensuring customer understanding.
Drive project planning, governance, onboarding, and deliver projects on-time and on-budget.
Partner with Engineering and Development teams to resolve customer issues.
Write documentation and tutorials to improve customer experience.
Collaborate with product and engineering teams on opportunities and enhancements.
Team Lead Responsibilities:
Build, onboard, and train a high-performing, multicultural team.
Manage and mentor team members, develop employee programs, and conduct performance reviews.
Plan, distribute, and prioritize customer tasks, risks, and escalations.
Monitor customer KPIs to drive product usage and ensure retention and growth.
Foster great working relationships with customers and internal colleagues.
Create and implement processes to improve team efficiency and customer satisfaction.
Advocate for customers across the business and collaborate with regional Customer Success Managers.
Manage direct reports, set and manage MBOs, approve holidays, and encourage cross-team collaboration.
Take responsibility for customer success KPIs (Renewals and Upsells) and support team-specific goals.
Contribute to weekly executive updates and support the Director of Customer Success with reporting and projects.
Optimal Skills for Success:
5+ years of technical client-facing experience in digital marketing solutions and SaaS environments and managing complex projects within a B2B SaaS environment.
Previous experience with hiring, building and managing successful teams.
Strong understanding of SaaS products and technology stacks.
Comfortable with iOS and Android platforms and development tools.
Ability to read and write code (JavaScript, HTML, CSS).
Ability to lead, mentor, and motivate a multicultural team.
Experience in developing employee programs and conducting performance reviews.
Effective task, risk, and escalation management.
Excellent verbal and written communication skills for technical and non-technical stakeholders.
Strong interpersonal skills for building relationships.
Expertise in project management, including planning, governance, onboarding, and issue resolution.
Customer-centric approach with the ability to understand and meet client needs.
Ability to monitor customer KPIs and drive product usage.
Exceptional organizational skills for managing multiple priorities and projects.
Ability to create and implement processes.
Strong problem-solving skills for proactive issue identification and resolution.
Business fluency in English.
Ability to maintain poise under stress.
Demonstrable ownership and accountability in a technical environment.
Adaptability to fast-paced environments.
Ability to work independently and collaboratively.
Corporate Security Responsibility
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:
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, and
Complete all periodic mandatory security training in accordance with Mastercard's guidelines.
New York City Base Salary: $125,000-$140,000
Please Note: This role is hybrid based (3 days a week) in our New York City office.
Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the @type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
Corporate Security Responsibility
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:
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, and
Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.
