Welcome to Capital One, where we're on a mission to change banking for good. We're looking for a passionate and results-driven individual to join our team as a Manager of B2B Customer Success. In this role, you will be responsible for building and maintaining strong relationships with our business-to-business clients, ensuring their success with our products and services. The ideal candidate will have a proven track record of driving customer satisfaction and retention, as well as experience managing a team. If you're a natural leader with excellent communication skills and a knack for problem-solving, we want to hear from you. Join us in our pursuit of providing exceptional customer experiences and making a positive impact in the financial industry.
- Develop and execute strategies and processes to build and maintain strong relationships with business-to-business clients.
- Act as the main point of contact for B2B clients, understanding their needs and providing solutions to ensure their success with our products and services.
- Lead a team of B2B customer success representatives, providing guidance, support, and coaching to drive customer satisfaction and retention.
- Monitor and analyze customer feedback and usage data to identify areas for improvement and implement necessary changes.
- Collaborate with cross-functional teams, including sales and product development, to advocate for B2B clients and drive product improvements.
- Develop and maintain a deep understanding of our products and services, and effectively communicate their value to B2B clients.
- Serve as a subject matter expert on B2B customer success, staying informed on industry trends and best practices.
- Identify and address any issues or roadblocks that may impact client satisfaction and retention.
- Conduct regular meetings and check-ins with B2B clients to ensure their needs are being met and to gather feedback.
- Continuously evaluate and improve the B2B customer success process to ensure maximum efficiency and effectiveness.
- Collaborate with the marketing team to develop and implement targeted campaigns to drive customer engagement and retention.
- Maintain accurate and up-to-date records of client interactions and progress.
- Act as a brand ambassador, embodying the mission and values of Capital One in all interactions with clients and colleagues.
- Stay informed on industry regulations and compliance requirements, ensuring all B2B customer success activities are in line with legal standards.
- Communicate regularly with upper management on the progress and performance of the B2B customer success team.
Strong Leadership Skills: A Successful Manager In B2B Customer Success At Capital One Should Possess Strong Leadership Skills To Effectively Manage A Team Of Customer Success Professionals. This Includes The Ability To Delegate Tasks, Provide Feedback, And Motivate Team Members To Meet And Exceed Performance Goals.
Extensive Knowledge Of B2B Customer Success: The Ideal Candidate For This Role Should Have A Deep Understanding Of B2B Customer Success Strategies, Including Customer Onboarding, Retention, And Expansion. They Should Also Have Experience In Providing Exceptional Customer Service And Developing Relationships With Key Clients.
Excellent Communication And Interpersonal Skills: As A Manager In B2B Customer Success, It Is Crucial To Have Excellent Communication And Interpersonal Skills. This Includes The Ability To Effectively Communicate With Clients, Team Members, And Cross-Functional Teams To Drive Customer Success Initiatives And Resolve Any Issues That May Arise.
Analytical And Problem-Solving Abilities: The Manager In B2B Customer Success Should Possess Strong Analytical And Problem-Solving Abilities To Assess Customer Data And Identify Areas Of Improvement. They Should Be Able To Use This Data To Develop Effective Strategies And Solutions To Enhance The Overall Customer Experience.
Strategic Thinking And Business Acumen: A Successful Candidate For This Role Should Have A Strategic Mindset And Strong Business Acumen. They Should Be Able To Identify Growth Opportunities, Develop And Execute Customer Success Plans, And Drive Business Growth For Both Capital One And Its Clients.
Strategic Planning
Data Analysis
Communication
Time Management
Team Management
Product knowledge
Negotiation
Sales forecasting
Problem-Solving
Customer retention
Relationship-Building
Client Satisfaction
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Attention to detail
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Manager, B2B Customer Success is between $70,000 to $130,000 per year. This may vary depending on factors such as experience, location, and company size.
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Capital One Financial Corporation is an American bank holding company specializing in credit cards, auto loans, banking, and savings accounts, headquartered in McLean, Virginia. Capital One is ranked 11th on the list of largest banks in the United States by assets.
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