In today’s fast-paced digital landscape, businesses rely heavily on technology to drive growth, innovation, and customer satisfaction.
As a critical component of this ecosystem, Technology Account Managers (TAMs) are strategic drivers to bridge the gap between technology solutions and business objectives, enhancing the competitive edge of a brand. In this article, we’ll delve into the world of Technology Account Management and explore how TAMs drive business success.
At the intersection of translating the technical intricacies of products and solutions into broader business imperatives is the Technology Account Manager.
A Technology Account Manager is responsible for managing and growing existing customer relationships, identifying new business opportunities, and ensuring the successful delivery of technology solutions. Technology account managers serve as translators, connecting the often complex world of technology with the practical needs of clients and stakeholders, and results in meaningful business outcomes.
At the foundation of this practice is project management. After identifying new technology solutions, there may be an implementation project to bring live the solutions.
TAMs are responsible for managing projects from inception to implementation, ensuring that operational targets are met, and coordinating operations and technology activities with customers.
Effective project management is critical to delivering technology solutions that meet customer needs and drive business success.
By clearly assigning responsibilities, monitoring progress, and making process improvements, TAMs ensure that projects are completed on time, within budget, and to the required quality standards.
I have built experience in managing complex projects which formed a basis for the work done as a Technology Account Manager.
While at GTBank, I led the transition of the bank’s cards to contactless card technology, a project driven by the increasing demand for secure and fast payment options.
The implementation of this system required extensive collaboration between internal teams and external partners and I ensured that each stage of the project—design, testing, and deployment—was meticulously coordinated.
This wasn’t just about delivering a functional system but about positioning the bank as a forward-thinking institution that could meet evolving customer expectations.
Another significant achievement that had built my project management experience was the implementation of Appzone’s Prime solution for instant card issuance, an industry-first in Nigeria.
The Prime solution is a solution developed by Appzone that offers full printing on cards and selection of card PIN within minutes, compared to the earlier process that took days to have fully personalized cards issued to cardholders. It is indeed a game changer that has provided a competitive advantage in how quickly cards are issued.
In my current role at Mastercard, I’ve had the opportunity to explore the strategic impact of technology account management.
One of the most rewarding aspects of this work is driving varied optimization tasks that directly impact the bottom line. Optimization opportunities
A Technology Account Manager drives business success through strategic, long-term relationships with customers, understanding their business goals, challenges, and objectives.
By doing so, they can collaborate with internal teams to tailor technology solutions to meet specific customer needs, driving increased adoption and utilization, and customer loyalty.
A TAM also provides customers with strategic guidance and support, ensuring they maximize the value of their technology investments. By doing so, TAMs can drive increased adoption and utilization of technology solutions, leading to improved business outcomes.
The relationship between a business and its clients thrives when trust and mutual understanding are prioritized. Technology account management fosters this by providing clear communication, proactive solutions, and a commitment to delivering on promises.
By serving as a central point of contact, technology account managers ensure that clients’ voices are heard and their concerns addressed. This approach strengthens partnerships and opens doors to new opportunities, whether through expanding existing business lines or exploring untapped markets.
Being a TAM extends beyond technical expertise – you must be able to transfer knowledge. TAMs undertake customer training, conduct operations forums, and provide support on the latest technologies and compliance requirements.
By transferring knowledge and expertise, TAMs empower customers to maximize the value of technology solutions, driving adoption and utilization.
This proactive approach to knowledge transfer also helps build trust with customers and establishes the TAM as a trusted resource.
This knowledge transfer journey didn’t start in a day – I was also carrying out reconciliation on credit cards as well as analysing bills from vendors while in banking. Timely reconciliation improved our efficiency by reducing errors and created room for revenue and innovation.
Beyond its operational impact, this role provides an opportunity to inspire and empower others. I’ve had the privilege of contributing to Mastercard’s “Force for Good” initiatives, using my professional expertise to uplift communities.
Programs like Girls4Tech not only introduce young people to technology but also demonstrate how technical skills can be applied to solve real-world problems.
These initiatives reflect the broader purpose of technology account management: driving positive change while delivering business results.
The pace of technological advancement continues to accelerate, and the organizations that succeed will be those that can translate these advancements into tangible value for their clients and stakeholders. Technology Account Managers play a critical role in driving business success by fostering strong relationships, identifying new business opportunities, collaborating with internal teams, providing strategic guidance and support, and managing customer issues.
By adopting best practices and leveraging the skills and expertise of TAMs, businesses can maximize the value of their technology investments and drive improved business outcomes.
The lessons I’ve learned throughout my career reinforce the importance of this role in driving business success. From enhancing customer experiences to streamlining internal operations, the impact of technology account management is undeniable.
It’s a role that requires technical acumen, strategic thinking, and a deep commitment to building lasting partnerships. For businesses looking to thrive in an increasingly digital world, the value of this function cannot be overstated.
Meet the Writer:
Lara Randle is an accomplished payments professional with over 16 years of experience transforming the payments landscape in Nigeria and Africa. Currently serving as a Director of Technology Account Management at Mastercard, she spearheads optimization initiatives, project implementation, and impactful training initiatives while actively supporting Mastercard’s “Force for Good” programs.
Previously, she spent 12 years in banking, spearheading innovations like contactless card migration and instant card issuance using Appzone’s full personalization solution for GTBank.
With a BSc in Marine Biology and an MSc in Dispute Resolution from the University of Lagos, complemented by executive education certifications from Harvard Business School Online and Tuck Executive Education, Lara combines technical expertise with strategic leadership.
A dedicated mental health advocate, crossword puzzle enthusiast, and global traveler (country 15 and counting!), she is committed to empowering communities and fostering innovation.
