Mastercard Jobs

Job Information

MasterCard Senior Analyst, Technology Account Management in Tokyo, Japan

Our Purpose

We work 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. We cultivate a culture of inclusion (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Job Title

Senior Analyst, Technology Account Management

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.

Overview

The Market Delivery team is looking for a Technology Account Manager to drive our customer experience strategy forward by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.

Role

Solution Design

• Suggest the implementation of a Mastercard product / solution and hence generating a Sales lead

• Recommend appropriate changes in Customer’s systems / operations

• Directing customer’s to the right Vendors or Technical Consultants Onsite to fast track Implementations

• Portfolio Flips and Migration Strategies

Escalation Handling

• Be the technical escalation point for customer for critical /complex issues which require multiple steps and layers for troubleshooting.

• Drive the troubleshooting activity of critical incident together with the internal stakeholders like Helpdesk, O&T etc.

• Lead the process of Incident Report for technical issue and deliver to customer

Performance Optimization

• Conduct Quarterly Operations Reviews with key and strategic Customers

• Analyse the Decline Reasons and suggest ways and plans to reduce Declines

• Share Market Best Practices with customers

Customer Success

• Conduct Customer Workshops on Monthly Announcement & Q2/Q4 Release Enhancement

• Analyse Market Trends, Customer Demand and conduct Customer Training Sessions

• Partner with Product leads and support Product Enablement to Customers

All About You

• Ability to quickly grasp technical concepts and analyze business needs to develop a course of action that effectively integrates technical and business components to yield quantifiable results for MasterCard Worldwide and our client(s)

• Build and maintain strong, positive working relationships at all functional levels internally and externally.

• Previous experience in the credit card industry or mobile or e-commerce or EMV or contactless technology.

• Strong Program Management skills.

• Strong written and verbal communication skills and attention to detail.

• Fluency in Japanese and English

• Working knowledge of MS Office

• Experience in Customer Success/Technology Consulting desirable.

• Strong learning agility, multitasker, intellectual curiosity and comfort with ambiguity.

• Comfortable interacting with all levels of management and working in a cross-functional / matrix environment both internally and externally.

• University Degree preferred.

Corporate Security Responsibility

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.

COVID-19 Considerations

We value the safety of each member of our community because we know we’re all in this together. In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.

In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted. Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team. Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.

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.

Requisition ID: R-145355

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