Director, Dealer Success Team

Plano Town Center (31064), United States of America, Plano, Texas

Director, Dealer Success Team

Capital One Navigator Platform is on a journey to provide Software as a Service (SaaS) to thousands of dealership partners. To support our growing customer base we are building a high functioning team of Dealer Success Managers (DSMs). DSMs are responsible for interfacing with our dealers to build relationships, drive adoption of products, and minimize subscriber turnover.

The Dealer Success Director will play a pivotal role in building and leading a high functioning customer success organization. We are looking for a Dealer Success Director to help design, innovate and continuously improve the customer success model for Navigator Platform. This is a high visibility, high impact role, and a great platform to make a disproportionate impact on our clients and Navigator Platform's future success. The role will take responsibility to define the ideal state and execute a roadmap for processes, products, tools, and metrics that lead to improved client retention and future product innovation. You will steer the dealer success team and work closely with other business stakeholders, specifically product teams to ensure the product meets the needs of our customers. You'll do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation.

An ideal candidate is someone with deep sales or customer success experience who brings a passion for developing a world class customer success organization.

General Responsibilities:

• Strategic leadership:  Develop strategies that will drive growth, profitability, and competitive success for Capital One's Navigator Platform.

• People leadership:  Manage and develop your organization and team leaders.  Coaching and mentoring associates with the goal of creating a flourishing environment that develops and retains people at Capital One

• Product:  Harness market intel and identify trends that will help influence product and pricing strategies

• Client facing:  Engage partners directly to learn their pain points, identify the problems they are trying to solve, and offer solutions leveraging breakthrough technology and capabilities

• Go-to-market strategy and execution:  Plan, execute and manage the go-to-market strategy. Oversee multiple projects and programs concurrently

• Partnership:  Work closely with colleagues across Capital One including:  Product, Sales, Operations, Finance and others to drive improvement in quality, volume, service, and profitability

• Strategic; analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing and risk management

• Ownership mentality with leadership bent: Have the mindset of an owner with strong business judgment and impeccable integrity, and lead collaboratively with business partners across the enterprise. Foster innovation, drive critical decisions, hold others (and yourself) accountable, and be able to consistently deliver results

• Strong executive communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills

• Clear results orientation: Display an intense focus on achieving both short and long term goals. Drive and execute an agenda in an uncertain and fluid environment

• Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment.

Basic Qualifications:

• Bachelor's degree or military experience

• At least 5 years of experience in sales management, or operations, or strategy

Preferred Qualifications:

• MBA Degree or Master's degree

• 2+ years of People Leadership experience

• 2+ year of experience in the automotive industry

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

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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.

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