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About the role
Key responsibilities & impact- Serve as the primary technology point of contact for strategic customers
- Build and maintain trusted relationships with strategic customers
- Ensure operational, compliance, and optimisation needs are met
- Be a trusted advisor, addressing inquiries, concerns and escalations
- Own or oversee end-to-end delivery of onboarding and implementation initiatives
- Identify bottlenecks and proactively implement solutions with internal teams
- Maintain delivery plans, milestones, and dependencies
- Partner with program/project managers where applicable
- Provide consultative guidance on Mastercard solutions and the payments ecosystem
- Translate technical concepts/requirements into business-relevant outcomes
- Stay up to date on industry trends, emerging technologies & regulatory changes
- Assist in pre- and post-sales activities, contributing technical expertise to proposals
- Partner with account teams to identify expansion and revenue growth opportunities
- Coordinate across Product, Sales, Technology, Operations, and Support
- Drive alignment and knowledge sharing
- Identify opportunities for process improvements and customer experience efficiency
- Track KPIs, delivery status, and account health
- Provide regular updates and lead post implementation reviews
- Act as escalation point for complex issues or major incidents
- Drive resolution with clear communication to customers and leadership
- Support customer training, knowledge transfer, and process improvements
- Champion initiatives that enhance efficiency and customer experience
Requirements
What you’ll need- Bachelor’s degree (e.g. Engineering, Computer Science, Information Systems, Business) or equivalent experience
- Proven experience in payments, financial services, or complex technology delivery
- Ability to grasp and clearly communicate complex technical concepts
- Strong customer-facing, delivery, and stakeholder management background
- Excellent communication, analytical, and problem-solving skills
- Solution-driven mindset
- Comfortable operating in fast-paced, matrixed environments
- Proven experience in strong relationship-management skills
- Fluency in English required, role based in London or Waterloo
- PRINCE2, Agile, or equivalent certifications (Nice to Have)
Benefits
Comp & perks- Competitive salary
- Health insurance
- Flexible working arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
paymentsfinancial servicestechnical deliveryonboardingimplementationprocess improvementsKPI trackingcustomer experience efficiencyconsultative guidancetechnical expertise
Soft Skills
relationship managementcommunicationanalytical skillsproblem-solvingstakeholder managementsolution-driven mindsetcustomer-facingtrust buildingknowledge sharingescalation management
Certifications
Bachelor's degreePRINCE2Agile