Sr Customer Success Manager

About Us

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers ("OEMs") across automotive and related industries. The Company's cloud-based, software as a service ("SaaS") platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance.

Job Summary :

The Sr Customer Success Manager is responsible for client satisfaction and success for Original Equipment Manufacture (OEM) / Independent Software Vendors (ISV) projects and initiatives. By interacting with assigned OEM / ISV initiatives, the Sr Customer Success Manager will understand the business needs of the customer in order to assist with driving the CDK solution value. They will strive to identify and deliver on the initiative's outcomes or success criteria, drive client engagement, and minimize churn & defection. Sr CSMs main goals are retention, advocacy, and lead generation.

Responsibilities & Essential Functions

• Partners with Sales to define and identify success outcomes and KPIs from an OEM / ISV customer point of view for their assigned projects or initiatives. Develops a roadmap to deliver these success outcomes and target KPIs.
• Fields questions and direct clients to appropriate support resources. Assists OEMs / ISV customers with defining project / initiative strategy around CDK solutions : working with customers to ensure they understand CDK's products and how best to utilize them for their individual needs and goals.
• Maintains pre-established relationships and assists in building / creating new relationships with OEM / ISV management. Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor.
• Assesses risk factors, identifies risk mitigation strategies to ensure continued success of CDK applications and new layered application opportunities. Works with Sales and Marketing to create prospecting opportunities.
• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client's organization. Contributes and presents content in Strategic Business Reviews. Identifies trends to help create solutions for identified gaps using analytics.
• Identifies opportunities, creating a plan for addressing training needs for OEM / ISV staff. Makes recommendations and assists client with industry best practices and solutions.
• Is seen as a key business partner with Sales, helping to grow the CDK business by proactively identifying opportunities to grow our business with the client. Drives true value for customers.
• Successfully identifies and implements strategies for retaining "at risk" clients.
• Develops a productive working relationship with Lead CSMs; leaning in and assisting where needed. Demonstrates subject matter expertise on best practices and can backup Lead CSMs based on need. Mentors CSMs on best practices, teaching engagement as it pertains to solutions for client needs.
• Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers. Mentors and trains junior staff on risk mitigation strategies, client recommendations and best practices.
• Utilizes Totango to document valued-added conversations & engagements with OEM / ISV partners.
• Follow all CDK Global policies and procedures
• Complete all mandatory assigned compliance tasks and acknowledgements
• Meet or exceed all performance expectations
• Travel up to 15% of the time

Required Job Skills & Qualifications

Preferred Skills & Qualifications

Salary Range : $90,000 - $105,000 + bonus

Physical Requirements

Operate Computer Hardware and Other Office Equipment : Constantly

Repetitive Motion : Frequently​

Position and Move Items : ​​ Frequently​

Physical Demands : ​​Up to 15 pounds​

Remain in a Stationary Position : Frequently

Move About : Occasionally

Adjust Posture for Movement : Occasionally

Ascend and Descend : Occasionally

Observe or Inspect Details : Frequently

Communicate Information and Ideas so that Others will Understand : Frequently

Exposure to Outdoor Weather Conditions : Occasionally

Detects Auditory Cues : Occasionally

Exposure to Confined Spaces : Occasionally

Operate a Vehicle Safely : Frequently

Ability to Navigate Airports, Transportation, and / or Other Travel Related Tasks : Frequently

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

CDK retains the right to change or assign other duties to this position as needed.

C DK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and / or other applicable incentive compensation plans. We offer Medical, dental, and vision benefits in addition to :

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.