Join the Team That's Revolutionizing the Technology Market
At Capital One, we're on a mission to build a leading information-based technology company that's changing the game. With a passion for innovation and a commitment to customer-centricity, we're disrupting the technology market with software tools that power our own successful digital transformation. We're looking for a talented and motivated Manager, B2B Customer Success to join our Customer Success Team and help drive business growth and customer satisfaction.
About Capital One
Capital One is a high-tech company, a scientific laboratory, and a nationally recognized brand all in one. We're a company that's always pushing the boundaries of what's possible, from developing and offering mass customization and personalization of credit card products to innovating relentlessly in the technology space. Our innovations impact tens of millions of consumers, and we're driven by a passion and heart of a small startup.
Job Summary
We're seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success Team as a Manager, B2B Customer Success. As a key member of our team, you'll be responsible for cultivating trust and building relationships with business customers, helping them identify and achieve their desired business outcomes, and driving more value through our technology products. You'll be an entrepreneurial leader who is comfortable working with diverse cross-functional teams and talented at helping customers align technical and business outcomes.
Key Responsibilities
- Cultivating trust and building relationships with business customers, understanding their needs, and providing tailored support to ensure their success.
- Helping customers identify, document, measure, and achieve their desired business outcomes, and driving more value through our technology products.
- Creating Customer Success plans and conducting periodic business reviews and check-ins with customers to ensure business success and align on ways to drive more value together.
- Effectively advocating and representing the voice of business customers to influence organizational objectives, product roadmaps, and the overall customer experience.
- Managing customer activity, identifying risk and growth opportunities, and partnering with internal teams to mitigate risks or close opportunities.
- Delivering regular business reports that provide qualitative and quantitative descriptions of business performance.
- Managing key processes including FAQ analysis, support case reviews, and customer feedback analysis.
- Developing and maintaining technical support procedures and policies.
- Serving as a knowledge resource and escalation point for coworkers and customers.
- Building credibility and trust within the team and with our business customers and stakeholders.
Essential Qualifications
- Bachelor's Degree or military experience.
- At least 3 years of experience in a customer-facing role in an organizational or entrepreneurial context.
- At least 2 years of experience working with cross-functional teams.
Preferred Qualifications
- Master's degree in business, business management, or other related field.
- 5+ years of experience developing, marketing, selling, or supporting a client-facing technical product or service at scale.
- 2+ years of experience working with senior and executive-level customer contacts.
- Strong written and oral communication skills.
- Demonstrable analytical thinking and business insight.
- Demonstrated ability for relationship building and management.
Skills and Competencies
To succeed in this role, you'll need:
- Excellent communication and interpersonal skills, with the ability to build trust and credibility with business customers and stakeholders.
- Strong analytical and problem-solving skills, with the ability to analyze complex data and drive business outcomes.
- Business acumen and the ability to understand the needs of business customers.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
- Strong leadership and management skills, with the ability to motivate and inspire a team.
Career Growth Opportunities and Learning Benefits
At Capital One, we're committed to helping our employees grow and develop their skills. As a Manager, B2B Customer Success, you'll have:
- Opportunities for career advancement and professional growth.
- Access to training and development programs to help you build new skills.
- Mentorship and coaching from experienced leaders.
Work Environment and Company Culture
At Capital One, we're proud of our company culture and work environment. As a remote employee, you'll have:
- Flexibility and autonomy to work from anywhere.
- Opportunities to connect with colleagues through virtual events and activities.
- A culture that values diversity, equity, and inclusion.
Compensation, Perks, and Benefits
We offer a comprehensive and competitive compensation package, including:
- Salary range: $138,500 - $158,000 per year.
- Performance-based incentive compensation, including cash bonuses and long-term incentives.
- Comprehensive health, financial, and other benefits to support your total well-being.
Conclusion
If you're a motivated and customer-centric leader who's passionate about driving business growth and customer satisfaction, we want to hear from you. Join our team as a Manager, B2B Customer Success and help us revolutionize the technology market. Apply now and take the first step towards a rewarding and challenging career at Capital One.
Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law.
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