Senior Analyst, Technology Account Management

Company Overview

Mastercard operates globally, empowering stakeholders across more than 200 countries and regions. It drives the creation of a sustainable economy enabling prosperity for all. The company offers a broad suite of digital payment options engineered to ensure secure, straightforward, intelligent, and accessible transactions. Its unique product and service portfolio emerges from technology, innovation, partnerships, and network integration to support individuals, businesses, and government entities in achieving their full potential.

Role Summary

The Senior Analyst in Technology Account Management (TAM) will be a key player in managing strategic client partnerships and ensuring the successful deployment and operation of technology solutions based in Singapore. This role fits an experienced, independent professional skilled in both technical domains and client interactions, with a passion for cross-functional collaboration to resolve challenges and enhance client success.

Key Responsibilities

• Oversee the complete technology and operational engagement with assigned clients across Singapore and the broader region.
• Build trust by gaining deep insight into the customers' IT environments, business goals, and operational demands.
• Work closely with Sales and Customer Success teams to guarantee seamless service delivery and maximize customer satisfaction.
• Lead critical projects and manage core processes within the Technology Account Management framework effectively and independently.
• Handle customer incident tracking and collaborate with internal technical resources to ensure prompt issue resolution.
• Escalate complex or high-risk problems to appropriate teams to achieve successful outcomes.
• Support communication efforts and prepare customers for the deployment of new or updated products and services.
• Maintain thorough and up-to-date technical documentation and records of customer engagement.
• Assist in creating and facilitating Quarterly Operational Reviews (QORs) and related customer meetings.
• Offer fundamental product insights, training, and operational assistance to enable customers to fully utilize their technology investments.
• Drive continuous process improvement initiatives aimed at boosting service quality, operational efficiency, and the overall customer experience.
• Participate in the development of solutions related to new products or services where applicable.
• Manage smaller projects applying specialized knowledge and industry best practices.
• Mentor junior colleagues through knowledge transfer and informal coaching.

Candidate Profile

• Holds a bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a similar field.
• Possesses relevant experience in the payments sector or related industries.
• Has a strong understanding of card and digital payments, including transaction processing workflows and card operations.
• Experience with international card schemes or payment processors is beneficial.
• Demonstrated competence in managing projects, coordinating activities, and supporting both customer operations and production systems.
• Ability to lead technical implementations and effectively navigate complex organizational structures to solve problems and sustain operations.
• Exhibits strong collaboration skills across diverse cultures, time zones, and organizational hierarchies.
• Familiarity with Mastercard’s or other payment-related products and services is advantageous.
• Customer-centric approach with the capacity to convert client needs into practical solutions.
• Proficient communication skills with fluency in English.

Corporate Security Standards

• Adhere strictly to Mastercard’s information security policies and procedures.
• Protect the confidentiality and accuracy of all accessed information.
• Report any suspected breaches or security violations immediately.
• Complete all mandatory security training as per Mastercard’s requirements.