Technical Account Manager

$110,000 - $197,600/Yr

Mastercard - Tampa, FL

Part-time - Mid Level

Tampa, FL

Credit Intermediation and Related Activities

About the position

As a Technical Account Manager at Dynamic Yield, a part of Mastercard, you will play a crucial role in bridging the gap between our technology team and our clients. Your primary responsibility will be to ensure customer satisfaction while also understanding the technical capabilities and limitations of our products. You will become an expert in Dynamic Yield's offerings, focusing heavily on the technical aspects to guide clients through their implementation processes. This role requires a proactive approach, as you will be expected to take ownership of customer issues from the moment they arise until they are fully resolved. This includes troubleshooting, determining root causes, and ensuring that clients are well-informed throughout the resolution process. In addition to providing world-class support, you will partner closely with our Engineering and Development teams to address customer issues effectively. Your role will also involve creating documentation, knowledge-based articles, and tutorials to enhance the customer experience with Dynamic Yield features. You will participate in the QA process for both current and new products, collaborating with product and engineering teams to identify opportunities for enhancements. Your contributions will help shape our implementation and support policies and procedures, ensuring that we maintain high standards of service and client satisfaction. The ideal candidate will have a strong technical background, particularly in digital marketing solutions, and will be comfortable managing projects within complex organizations. You should be familiar with e-commerce terminology and configurations, and have experience with mobile platforms and their development tools. Proficiency in reading and writing code, especially in JavaScript, HTML, and CSS, is essential. Excellent time management, organizational skills, and the ability to maintain composure under pressure are critical for success in this fast-paced environment. Strong communication skills are necessary to effectively engage with both technical and non-technical customers, ensuring that their needs are met and their goals are achieved.

Responsibilities

• Become an expert in Dynamic Yield products with a focus on technical aspects.
• Provide world-class support by taking ownership of customer issues from initial contact to resolution.
• Partner with the Engineering and Development teams to resolve customer issues.
• Write documentation, knowledge-based articles, and tutorials to improve customer experience.
• Participate in the QA process of current and new products/services and work with product and engineering teams to address opportunities and enhancements.
• Contribute to the development of implementation and support policies and procedures.

Requirements

• 3+ years of technical client-facing experience with a focus in digital marketing solutions (mobile, web analytics, optimization, email) in a SaaS product environment.
• Experience managing projects in a complex organization.
• Familiarity with e-commerce specific terms and configurations.
• Comfortable with iOS and Android mobile platforms and their development tools.
• Ability to read and write code, especially in JavaScript, HTML, and CSS.
• Business fluency in English.
• Excellent time management and strong organizational skills.
• Ability to maintain poise under stress, especially when resolving issues.
• Demonstrable ability to take ownership and accountability in a technical environment.
• Strong written and verbal communication skills, able to communicate with both technical and non-technical customers.
• Ability to thrive in a fast-paced environment.
• Ability to work in a team environment while working independently.

Nice-to-haves

• Experience with digital marketing solutions and analytics tools.
• Familiarity with Agile project management methodologies.
• Knowledge of customer relationship management (CRM) systems.

Benefits

• Insurance (medical, prescription drug, dental, vision, disability, life insurance)
• Flexible spending account and health savings account
• 16 weeks new parent leave
• Up to 20 paid days bereavement leave
• 10 annual paid sick days
• 10 or more annual paid vacation days based on level
• 5 personal days
• 10 annual paid U.S. observed holidays
• 401k with a best-in-class company match
• Deferred compensation for eligible roles
• Fitness reimbursement or on-site fitness facilities
• Eligibility for tuition reimbursement
• Gender-inclusive benefits
• Annual bonus or commissions depending on the role.