Senior Analyst, Account Management

Account Services Seattle, Washington


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.

Overview:
The Cyber and Intelligence Solutions (C&I) team is responsible for product management and innovative product development of products and services to address the evolving risk & cyber security needs of all of MasterCard’s various customer segments. The C&I team was established with the responsibility to safeguard all aspects of safety and security in payments and have made great strides with new products, services and standards, positively impacting all aspects of our current and future payment eco-system.

Ekata, a Mastercard company, is the global standard in identity verification, providing businesses worldwide the ability to link any digital transaction to the human behind it. Our Ekata Identity Engine, the first and only of its kind, uses complex machine learning to combine features derived from the billions of transactions within our proprietary network and the data from our graph to deliver industry leading risk assessment solutions.  

 

Sr. Account Managers at Ekata support the business unit by providing excellent service to some of our largest Enterprise clients. Ekata is a customer-centric company; our goal is to build an enduring customer relationship with every customer we have. By understanding our customers’ business problems, providing timely and valuable support and analysis, and acting as our customer’s advocate, we have continued to reach over 103% net retention quarter over quarter.  This role will manage 30-50 large Enterprise customers, and collaborate with Product, Marketing and Sales teams to provide the best possible ROI and customer experience.

 

In this role You will:

  • Serve as main point of contact to assigned accounts and provide excellent customer service to all potential and current customers of Ekata
  • Retain and grow a short list of medium to large accounts by developing an in-depth understanding of customer’s business problems/goals and internal workflows/processes
  • Identify areas of opportunity and/or concern based on usage patterns, data inputs, response time, and regular communication with clients
  • Utilize various analytics, reporting, and other internal software to maximize customer success
  • Proactively identify opportunities in assigned customer portfolio for increased adoption of our products and expansion into other areas of the business
  • Engage with our customers over phone, email and in person to identify areas for growth and expansion with current customers
  • Be an expert on full suite of Ekata products; use this knowledge and a consultative approach to maximize customer success
  • Troubleshoot potential bugs and issues, and work with internal teams to properly escalate patterns that warrant more attention
  • Negotiate contracts for incremental business opportunities and renew existing contracts that present the most favorable terms possible for both the client and for Ekata
  • Up to 30% travel, domestic and international

 

All About You:

  • Bachelor's degree in Business, Communications, related field or equivalent experience
  • 4+ years account management experience in SaaS or technology environment; sales or sales engineering experience
  • A track record of retaining and growing accounts under a recurring revenue model
  • Demonstrated success working with a technical product and data analyzation
  • Exceptional attention to detail with strong organizational and prioritization skills
  • Strong presentation skills and proven ability to effectively communicate product information to the C-suite
  • Comfort in a fast-paced startup environment

 

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.

In the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

 

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.