Technical Account Manager (SaaS)

Overview

Technical Account Manager (SaaS) Mastercard Job Title | Senior Analyst, Technical Account Management

Dynamic Yield, by Mastercard, is looking for a Technical Account Manager with experience interacting with customers, knowledge of technology, and empathy for developers. As the account manager, you are the bridge between the technology team and the user, balancing customer satisfaction and developer ability. You’ll guide clients user experience and client satisfaction through their implementation of Dynamic Yield products.

Responsibilities

• Become an expert in Dynamic Yield products – with a heavy focus on the technical aspect of the product
• Interface with customers in final stages of contracting with sales to gather, collect, and document technical, product, and contract requirements regarding the customer’s purchase(s) of Dynamic Yield products
• Provide world-class support by taking ownership for customer issues from initial contact to resolution including troubleshooting the issue, determining root cause and ensuring that the customer understands the resolution
• Partner with the Engineering and Development teams to resolve customer issues
• Write documentation, knowledge-based articles, and tutorials to improve the customer experience of Dynamic Yield features
• Participate in the QA process of current and new products/services and work frequently with product and engineering teams to address opportunities and product enhancements
• Contribute to the development of our implementation and support policies and procedures

Optimal Skills for Success

• 3+ years of technical client-facing experience with specific focus in digital marketing solutions (mobile, web analytics, optimization, email); combined with SaaS product environment
• Familiarity with e-commerce specific terms and configuration is preferred
• Comfortable with iOS and Android mobile platforms and their development tools
• Able to read code and write code (especially JavaScript, HTML, CSS, – a must, Java – a plus)
• BS in Computer Science or equivalent experience
• Business fluency in English
• Excellent time management and strong organization skills
• Ability to maintain poise under stress, especially when resolving
• Demonstrable ability to take ownership and accountability, and act on client goals and objectives in a technical environment
• Strong written and verbal communication skills including the ability to communicate with both technical and non-technical customers
• Must thrive at working in a fast-paced environment
• Ability to work in a team environment while working independently

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.