Manager, Customer Solutions Architect - Capital One Software - (Remote)

Recruiting: US Remote, United States of America

Manager, Customer Solutions Architect - Capital One Software - (Remote)

Customer Solutions Architect - Capital One Software - (Remote)

Capital One has been a pioneer through our tech journey as the first large bank to go all in on the public cloud, while operating in a complex and highly regulated business environment. We have built out a large engineering organization, moved to the cloud, re-architected our applications and data platforms, and embraced machine learning at scale. Our AI/ML capabilities are now at the forefront of what’s possible in banking. (e.g., Capital One Eno).

Our teams have built and battle tested new capabilities to meet those needs. We’ve open sourced several of the software tools we built (e.g., Cloud Custodian, Hygieia) and forged new partnerships with other digital leaders (e.g., Microsoft, MSFT).

Through this journey, we've developed a suite of internal solutions uniquely designed to meet the challenges of a digital-first, cloud-first business at scale. We also recognize that many other businesses are facing similar data management needs as they accelerate their cloud and data journeys, and are exploring how best to bring some of the tools to market as enterprise B2B software solutions.

Role Overview

The Capital One Software team is seeking a customer-centric, energetic, and highly-motivated individual to join our team. You are entrepreneurial by nature, completely comfortable working with diverse cross-functional teams, and talented at helping customers align technical and business outcomes. We look for people who obsess over removing friction from the overall customer experience and thrive in an entrepreneurial environment driven by bold ideas, collaboration and creativity.

Specifically, we are looking for experienced and collaborative technical pre-sales individuals to partner with technically skilled customers, internal Product and Engineering teams as well as other cross-functional verticals. In this role, you will need to be technically capable and credible in your own right as well as effective in shaping the customer and solutions-focused skills of your team. We are looking for individuals who love learning and introducing new technology in order to help colleagues and customers embrace and adopt new technology. We need innovative individuals who can look beyond the technology and consider the value our technology creates for our customers, and can help change how our technology is viewed to enable outcomes. The ideal candidate will have past experience working as a Customer Solutions Architect, technical pre-sales, or a similar role. You will have an ability to grow your leadership skills as well as diving deep into various hands-on solutions while developing new skills, so you can make strong contributions in architecture transformation discussions. Customer Solution Architects must be able to identify customer pain points and desired outcomes and translate them into Capital One Software solutions. You are able to help customers align technical and business outcomes and eliminate ambiguity in a growing software business. Seeking individuals with bold ideas, entrepreneurial in nature and those who enjoy building a startup. We require individuals who can implement internal and external solutions at scale with little to no managerial oversight.

Key Areas of Focus for Customer Solutions Architects:

• Trusted Advisor: We are the front line for our customer’s tech, product, and cyber needs as well as for solutioning product specific improvements.

• Customer Ambassador: We represent the voice of the customer and the customer needs in internal discussions and working groups.

• Demonstrate Value: We focus on identifying the best solutions that bring value to our customers.

• Thought Leadership: We use research and customer solutioning experiences to build and share thought leadership both internally and externally.

• Subject Matter Experts: We focus on gaining deep understanding of our products and deep subject matter expertise across technology domains in order to best advise our customers, solve complex problems and identify areas of improvement for our products.

• Pre-Sales & Post-Sales: We are focused on serving our customers predominantly in the Pre-Sales stages, as we determine how to best implement our products for their needs and also solve for any unique requests. We also focus on the Post-Sales stages, for those instances where customers will require solutions that were not part of their original product deployment.

• Solution Oriented: We focus on finding solutions to address every customer problem and need using every tool, skillset and creativity at our disposal.

• Channel Partnership: We collaborate with Partner Sales Engineers and Partner Sellers on joint customer strategies and joint value props, as applicable for different products.

Key Responsibilities for This Role:

• Cultivates trust and builds relationships with customers by identifying, documenting, and measuring pain points and desired business outcomes.

• Effectively advocates and represents the voice of customers to influence organizational objectives, product roadmaps and to improve the overall customer experience.

• Manages relevant customer activity, identifies risk and growth opportunities, and partners with internal teams to mitigate risks or close opportunities.

• Builds and manages key processes including product fit and tech fit discoveries, customer technical win, customer FAQs, customer objections, customer feedback, customer tech research, etc..

• Serves as a knowledge resource and escalation point for coworkers and customers.

• Autonomously works through complex situations and ambiguous environments by building mechanisms and solutions to close gaps and grow the business.

• Leads cross-functionally to achieve organizational objectives, including the attainment of targets for customer solution needs, product fit, product growth and evolvement.

• Leads high customer satisfaction through the use of data and proactive solutions.

• Productively challenges the status quo with clarity, identifying and proposing different approaches and solutions.

• Conducts periodic check-ins with customers to ensure product fit and to align on ways to drive more value together through technical solutioning.

• Develops and maintains technical support procedures and policies.

• Builds credibility and trust within the team and with our business customers and stakeholders.

• Drives architecture/design reviews for our customers focused on business requirements, and as needed, designs, plans and manages architectural projects.

• Analyzes, defines and documents requirements for data, workflow, logical processes, hardware and operating system environment to support customer needs.

• Works with business partners, architects, and other groups to identify technical and functional needs of systems, and determine priority of needs.

• Stays current with new technology options and products, evaluating which ones would be a good fit for the customer or even a good fit for Capital One to develop.

Basic Qualifications:

• Bachelor’s degree or military experience

• At least 4 years of experience in a customer-facing role in an organization or entrepreneurial context.

• At least 3 years of experience working with cross-functional teams.

• At least 3 years of experience with cloud services ( such as AWS, GCP, Azure), or data clouds ( such as Snowflake, Databricks,), and data manipulation languages ( such as SQL).

• At least 2 years of experience with design, implementation, or consulting experience of distributed applications.

Preferred Qualifications:

• Master’s Degree in Computer Science, Engineering, Information Technology.

• High level of comfort communicating effectively across internal and external organizations.

• History of successful technical consulting and/or architecture engagements with large-scale customers or enterprises.

• 2+ years of experience in developing, marketing, selling, or supporting a client-facing technical product or service at scale.

• 2+ years of experience in a cybersecurity role or understanding of cybersecurity concepts with an ability to learn quickly and apply critical thinking when challenged with customer questions.

Capital One will not consider sponsoring a new qualified applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Remote (Regardless of Location): $170,700 - $194,800 for Manager, Solutions Architecture (SWSA50)

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. 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. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).