Technical Account Manager

Job Title:

Overview:

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.

Dynamic Yield, by Mastercard, is seeking a Technical Account Manager with experience in customer interaction, technological knowledge, and empathy towards developers' challenges. As the account manager, you will serve as the bridge between the technology team and the user, balancing customer satisfaction with developer capabilities. You will be the product expert, guiding clients through their implementation of Dynamic Yield products to ensure optimal user experience and satisfaction.

The ideal candidate will possess strong technical skills, be proactive, and have a proven ability to build lasting relationships with customers by understanding complex issues and fostering loyalty.

The Task-at-Hand:

1. Become an expert in Dynamic Yield products, focusing on the technical aspects.
2. Collaborate with customers during the final stages of sales to gather and document technical, product, and contract requirements.
3. Provide support by managing customer issues from initial contact to resolution, including troubleshooting and explaining solutions.
4. Partner with engineering and development teams to resolve technical issues.
5. Create documentation, tutorials, and knowledge articles to enhance customer experience.
6. Participate in QA processes and collaborate with product and engineering teams for improvements.
7. Contribute to the development of implementation and support policies.

Optimal Skills for Success:

• Over 3 years of technical client-facing experience in digital marketing solutions within a SaaS environment.
• Familiarity with e-commerce terminology and configurations.
• Comfortable working with iOS and Android development tools.
• Ability to read and write code, especially JavaScript, HTML, CSS; Java experience is a plus.
• Bachelor's degree in Computer Science or equivalent experience.
• Business fluency in English.
• Excellent time management and organizational skills.
• Ability to remain composed under stress and resolve issues effectively.
• Strong ownership, accountability, and alignment with client goals in a technical setting.
• Excellent communication skills, capable of engaging both technical and non-technical audiences.
• Ability to thrive in a fast-paced environment and work independently or as part of a team.