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Senior Analyst, Technology Account Management



IT, Sales & Business Development
são paulo, state of são paulo, brazil
Posted on Friday, May 24, 2024

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 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.

Title and Summary

Senior Analyst, Technology Account Management Job Description Summary
The Technical Account Management team for Merchant Loyalty is looking for our latest member to drive our customer experience forward through technical innovation and problem-solving. The ideal candidate is passionate about the customer journey, highly motivated, intellectually curious, analytical, and technically savvy.

You are the trusted adviser for your clients and customer success on all technical matters. You work with Support, Product, and Engineering on behalf of your customers’ needs to help drive new solutions, software tools, problem resolution and upsell opportunities. Document best practices for client-specific needs.

• Review best practices and evaluate vs customer’s existing program
• Guidance and coordination on upcoming releases and features
• Advocate on behalf of customers regarding support and feature request
Demonstrate comprehensive knowledge of the SessionM Platform.
• Share technical best practices and proactive recommendations that will benefit the customers' ongoing usage of the platform and achievement of their goals.
• Partner with Product and Engineering teams to solve issues, and address opportunities and product enhancements.
• Conduct technical discovery with customer marketing and technical teams to drive expanded use of the platform and/or new integrations.
• Participate in technical account health status reviews including issuing executive-level summary status reports both internally and to customers.
• Collaborate internally with the SessionM team including knowledge sharing, creation, and adherence to best practices.

All About You

• Bachelor's degree in computer science or equivalent experience
• English and Spanish Advanced
• Demonstrable knowledge of software architectures and integrations
• Experience utilizing APM tools
• Experience in using and debugging API’s, investigating logs, and querying data with SQL Athena
• Experience with data batch tools, understanding technical documentation, and creating sequence diagrams
• Experience in technical client facing or account management roles
• Experience working with enterprise, strategic accounts
• Ideal candidates need to be solution oriented, process driven, fast learners, strong communicators and passionate about technology
• Position may require some travel and availability for off-hours support

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.