About the Role
The Technology Account Management Director plays a pivotal role in ensuring the successful deployment of the company products and services while managing operational and technical customer relationships. This position involves working closely with internal teams, external partners, and third-party processors, providing technical and strategic support. The role requires a blend of technical expertise and business acumen to optimize infrastructure and ensure seamless communication, managing all escalations related to technical issues.
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Responsibilities
- Act as a strategic consultant across all aspects of product and service launches, collaborating closely with internal and external stakeholders to grow the company’s market share.
- Serve as the central point of contact for customers and/or company customer representatives.
- Ensure resolution of day-to-day technical/operational issues and customer issues related to assigned delivery projects.
- Identify and deliver against customer and company business and corporate objectives, opportunities, and commitments.
- Be a strong communicator, working with a sense of agility and urgency while delivering quality output to customers and internal partners.
- Partner with cross-functional teams, including Sales, Marketing, and Products, to support the internal development and implementation of new products and/or technology enhancements.
- Establish close working relationships with internal and customer executives and decision-makers.
- Enhance customer experience by driving business growth with portfolio optimization and emerging technologies, finding faster ways to accomplish tasks while ensuring sustained quality.
- Identify and arrange training and communication of operational enhancements.
- Participate in and contribute to account planning with customers and internal partners to prioritize strategic, mutually shared objectives.
- Collaborate with internal colleagues to ensure customers' compliance with all company technology enhancements.
Requirements
- Preferably 10 years of relevant experience in the payments business, with preferred experience in credit and debit card operations, including authorizations, clearing, settlement, and fraud & risk management.
- Implementation experience in payments, banking, or fintech companies.
- Strong customer and relationship management skills, with the ability to build and maintain positive working relationships at all functional levels within the customer and internal organization.
- Ability to manage complexity and simplify situations for customers and key stakeholders.
- Demonstrated operational excellence in managing escalations and providing timely responses.
- Capability to grasp technology details and bridge the gap between business, product, and technology.
- Proficient in thriving and collaborating effectively in a dynamic, fast-paced team environment that embraces sharing and acting on feedback.
- Hybrid position with an expectation to be in the office an average of 3 days per week.
Corporate Security Responsibility
All activities involving access to company assets, information, and networks come with inherent risks. Therefore, it is expected that every individual working for or on behalf of the company is responsible for information security and must:
- Abide by company’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 company’s guidelines.
