Job Description

West Creek 5 (12075), United States of America, Richmond, Virginia

CML Card Client Success Manager

At Capital One, we think big and do big things. We were the first company to develop and offer mass customization and personalization of credit card products, and we have been innovating relentlessly ever since. Today we are a high-tech company, a scientific laboratory, and a nationally recognized brand all in one that reaches fifty+ millions of consumers. We are a passionate and entrepreneurial team that embraces bold ideas, fosters collaborations and delivers great customer experiences.

Commercial Card is one of the fastest growing financial products in the industry. A key part to its success over the course of the next 3-5 years will be developing market leading products that combine simplicity and human centered design, with the rich functionality expected by commercial entities.

As part of the Client Development Success Team, you will work hand in hand with new clients from our sales team to help them realize the value of their commercial card program. You will partner with key executives and AP managers to create long term, meaningful relationships to better understand their business and commercial card needs and be responsible for smoothly transitioning clients to a Relationship Management Associate post implementation phase. As their trusted advisor, you will help optimize the rebates and benefits received from Capital One. You will also partner and collaborate internally with our Field Sales Managers, Product Advisors, Client Onboarding Managers, Client Development Associates and Vendor Outreach teams to ensure each clients needs are met in a seamless and beautiful way.

To be successful, the Client Development Success Team will meet clients at the outset of their program and build an approach that helps them to realize the value of their program. In this role, you will be supporting your clients business and serve as their dedicated point of contact at Capital One before passing on the long term relationship manager.

Responsibilities:

* Manage a portfolio of clients with key focus on, growth and implementation success

* Analyze the companys total business spend to identify additional opportunities to leverage the Commercial Card

* Offer vendor match and spend enablement services; leverage results to increase AP file penetration

* Learn about the client and the specific industry vertical in which they operate; understand purchasing needs and behavior

* Become a trusted advisor by building positive relationships, handling client needs and coordinating client appreciation activities

* Resolve issues and provide solutions to clients in a timely manner

* Monitor portfolio metrics and provide detailed account introductions and transition documents to Client Management team

* Partner across the Commercial Card value chain to meet client needs

* Travel to clients as needed (currently this is on hold due to the pandemic)

The Candidate

* Demonstrated abilities to build relationships and influence at a wide range of levels

* Strong verbal and written communication skills, both in person and over the phone, and Zoom

* Hands on experience in sales and/or client management and the ability to deliver a superior customer experience

* Creative thinker willing to go outside of their lane

* Strong professional presence with ability to work directly with executives

* Maniacal focus on helping clients realize the full potential value of their program

* Courageous not afraid of tackling large, complicated issues, having difficult conversations and asking tough questions

* Problem solver capable of synthesizing information to make informed decisions

* Knowledge of SalesForce and working understanding of performance metrics

* Strategic mindset and ability to leverage data in identifying growth opportunities

The ideal candidate will have an entrepreneurial spirit and serve as an advocate for our clients while also focusing on identifying trends that can improve internal processes. They will be innovative, highly organized, and have a measurable, demonstrated ability to drive business results while delivering superior service. Independent, results-driven and goal-oriented, self-starters will thrive within our organization.

This is a remote position. The candidate will manage clients located nationally.

Basic Qualifications:

* Bachelors Degree or Military experience

* At least 3 years of experience in client facing role

Preferred Qualifications:

* 2+ years of experience supporting commercial or small business credit card products

* 2+ years of experience in client facing role

* Proficient with MS Office and Google applications

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

* Capital One is open to hiring a Remote Employee for this opportunity