Key Accounts Director

Job Description

Position Summary

The Key Accounts team is responsible for developing deep partner relationships that produce mutually beneficial results for Marqeta and our most critical clients and partners.

The Key Accounts Director - Banking, will be a leader with a strategic mindset that collaborates cross-functionally both internally and externally. An individual who will engage with banking partners as well as with Marqeta’s internal teams, including Readiness, Delivery, Finance, Product, Compliance, Legal and Technology; to proficiently educate targeted audiences and produce efficiency in process improvement.

A deep understanding of the banking landscape and the payments industry are key attributes. Marqeta is looking for a dynamic individual who thrives in a fast-paced environment. Someone who is intellectually curious, able to work through and solve problems in a collaborative and nuanced way, and not afraid to roll up their sleeves to achieve results.

What You’ll Do

We are looking for an experienced strategic/process improvement manager who is flexible and creative. In this role, you will be responsible for leading process improvement and collaboration internally across Marqeta and with external key accounts. The Partner Operations Director, will have a major impact on our business as we scale and evolve to meet the ever changing needs of the space we operate in.

Within this role, you must be comfortable working at all levels in an organization, from front-line staff to senior directors within Marqeta, the bank and our key accounts.

Strategic relationship management:

• Build strong connections with banking partners, collaborating on processes/procedures and linking stronger partnerships between the organizations.
• Act as focal-point between our key banking partner, Marqeta, and our mutual clients - working cross-functionally internally and externally, most notably with Readiness, Delivery, Finance, Product and Legal/Risk/Compliance.
• Cultivate strong relationships with both the Partner and internal stakeholders to build trust, progress initiatives, consider regulatory requirements, and provide transparency to senior management.
• Gathering, organizing and presenting KPI data on partners to provide Executive Leadership with clear pictures into relationship status and partnership value.

Key Business Support:

• Gather, organize and present Key Performance Indicators (KPIs) and data related to contracted Service Level Agreements (SLAs).
• Support Quarterly Business Reviews (QBRs) and other appropriate business reviews that help to balance day-to-day performance alongside longer term initiatives.
• Facilitate product enhancements approvals with banking partners, by understanding and presenting solutions in a clear and concise manner.
• Chair monthly incident management meetings to review bank file issues and other compliance concerns with banking partner.
• Ability to prioritize strategic partner initiatives with daily issues/escalations

Process Improvement:

• Develop and drive new/improved processes while anticipating potential roadblocks and implementing long-term solutions
• Update and maintain key account document repository.
• Monitor and measure the effectiveness of key account relationships to identify/implement opportunities for improvement.
• Be resourceful, action-oriented with strong organization skills and attention to detail.

What We’re Looking For

• Education: Bachelor’s degree or equivalent experience.
• 8-10 years’ experience in service management/process improvement, preferably in payments at Issuer Processor or Payment Network
• Ability to travel occasionally, less than 25%.
• Basic understanding of networks, primarily Visa and Mastercard. Deep understanding is preferred.
• Foundation of integrity and strong character to consistently represent Marqeta’s values.
• Self-driven, results-oriented with a positive outlook and a clear focus on high-quality deliverables.
• Reliable, tolerant, and determined and strong experience working in challenging relationships
• Superior communication skills (interpersonal, verbal, presentation, written).
• Confidence presenting to stakeholder audiences across all levels.