Customer Solutions Architect - Capital One Software - (Remote)

$198,900 - $227,000/Yr

Capital One - McLean, VA

Full-time - Mid Level

Remote - McLean, VA

Credit Intermediation and Related Activities

About the position

The Customer Solutions Architect at Capital One Software is a customer-centric role focused on aligning technical and business outcomes for clients. This position requires a blend of technical expertise and strong interpersonal skills to effectively advocate for customer needs, manage relationships, and drive the adoption of innovative solutions. The ideal candidate will thrive in a collaborative environment, working closely with cross-functional teams to deliver value and enhance the customer experience in a cloud-first business context.

Responsibilities

• 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.

Requirements

• Bachelor's degree or military experience.
• At least 7 years of experience in a customer-facing role in an organization or entrepreneurial context.
• At least 5 years of experience with cloud services (AWS, GCP, Azure), or data clouds (Snowflake, Databricks), and data manipulation languages (SQL).
• At least 4 years of experience working with cross-functional teams.
• At least 3 years of experience with design, implementation, or consulting experience of distributed applications.

Nice-to-haves

• Master's Degree in Computer Science, Engineering, or Information Technology.
• High level of comfort communicating effectively across internal and external organizations.
• Experience in 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.

Benefits

• Comprehensive health insurance coverage
• Financial benefits including 401k and performance-based incentives
• Paid time off and holidays
• Professional development opportunities
• Diversity and inclusion programs