Manager, Account Management

Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Manager, Account Management
MANAGER, CUSTOMER ACCOUNT MANAGEMENT
JOB PROFILE• Elevates customer experience by managing day-to-day customer support across all customer services support programs and strategic partners that have product and service agreements with Vocalink• Contributes to the development and maintenance of customer relationships to ensure satisfaction and retention of current customers• Partners with business partners to manage internal development and implementation of any new product or enhancement ensuring that customer 'voice' is taken into account• Leverages technical expertise and high level understanding of Vocalink/Mastercard products/services to guide teams on resolution efforts• The Customer Account Manager will be required to manage complex issues in a professional manner through problem solving and drawing on internal resources. This requires a high degree of commercial acumen, knowledge of Vocalink and the Customers services, and an understanding of the commercial contracts.• Drives team performance to deliver against established Key Performance Indicators and reduce inefficiencies in customer service delivery• Ensuring lifecycle of contract is adhered to within the business which includes managing the contract changes and agreed SLAs as required by the customer• Ownership of the governance between Vocalink and the customer• Assists with process improvement efforts and initiatives associated with optimization of resources and customer service delivery• May perform financial analysis, planning, forecasting, and budget tracking• Manages a team, conducts goal setting and performance appraisal processes, mentors and coaches team members.• The Customer Account Manager is accountable for managing these relationships, safeguarding the company's interests and promoting the companies capabilities. Firstly by ensuring that Vocalink provides excellent customer service. Secondly by raising any new opportunities with the relevant Account and Product Managers
JOB SPECIFIC EXPERIENCES• Demonstrated success in leading day-to-day Customer Relationship Management and activities across all technical service support programs• Proven experience in working in a relationship management or business development environment.• Experience and detailed knowledge of the UK Payments market• Demonstrated success eliminating inefficiencies and driving team performance against established Key Performance Indicators• Experience implementing new products or product enhancements with the Voice of the Customer as a priority.
BROADENING EXPERIENCES• Extensive experience building and leveraging collaborative working relationships with internal and external partners across teams• Experience drafting and delivering presentations for external business discussions• Experience motivating and providing regular feedback to team members; resolves performance issues• Experience ensuring adequate documentation of meetings, decisions and processes
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.