Dir, Customer Success (East Region)

Position Responsibilities & Essential functions

Directly manages Regional Managers. Performs evaluations, delivers feedback, prescribes solutions and monitors progress on KPIs.

Understand teams and employee’s case loads to assist where needed. Works to maximize the team's efficiency, productivity, and performance.

Steps in on complex cases, as escalated from the team. Manages to metrics and takes actions based on results. Provides support to all team members and ensures alignment across greater team.

Ensure team is adhering to all CDK processes, policies, and values. Regular and consistent demonstration of CDK’s values;

specifically, Own It . Regularly communicating with Regional Managers and Sr. Managers to ensure demonstration and alignment across greater team.

Monitors regular performance, ensuring goal setting, and team check-ins are consistent and reciprocal. Meets with HR regularly to monitor team KPIs and metrics.

Ensure Peakon communications are up to date as well as boosting Spotlight acknowledgements by RM's. Coordinates action plans on Peakon focus areas with Director and disseminates with Regional Managers.

Utilize support from HR to create clear action plans.

Responsible for the care and wellbeing of team members without sacrificing business objectives. Responsible for managing and planning the day-to-day activities of the team as well as drive Customer Success initiatives across the regions, baseline, and national accounts.

Responsible for establishment and follow-through of goals and objectives for department.

Regularly communicate expectations and context for decisions made across teams. Ensures team is aware of greater organizational changes and priorities.

Cascades leadership and greater business priorities, prescribing next steps and execution strategies for the team. Ensures the team understands expectations and the why behind them.

Supports all team leaders in communication across teams : Create plan and assist in execution. Provide additional level of leadership in supporting RM's and Sr.

RMs in company initiatives that require change to ensure full support and adoption internally to maximize employee productivity

Utilizes performance management tool to track team improvement; conduct scheduled team meetings and individual one-on-ones with employees.

Supports professional growth with ongoing and consistent feedback. Responsible for writing individual performance reviews.

Strong understanding of pay for performance culture. Partners with HRBP, VP and Leadership team on calibration exercise at year-end, makes knowledgeable and supported recommendations for team.

Leads cross-functional teams and initiatives to drive customer success. Responsible for managing the relationship between the customer, the Regional RGMs, DOS and the Baseline sales teams to ensure customer retention and satisfaction.

Conducts regular check-ins with RMs and Sr RMs, ensuring teams are in alignment with greater team strategy.

Accountable for results in the areas of customer retention, expense controls, customer satisfaction rating (NPS), account revenue growth and the team’s personal growth and development planning.

Proposes improvements to the Customer Success team’s organizational structure by defining segmentation of customer portfolio, as appropriate

Responsible for collaborating with all CDK internal teams including the Performance management teams as it relates to overall success of CDK’s customers.

Has deep knowledge of the pipeline & installation dates. Oversees installations and team coverage with RMs and Sr. RMS.

• Defines, oversees, and optimizes the transition and customer journey post PITT handoff
• Manages critical escalations from RMs and Sr RMs, providing updates and leaning in to executive team as needed. Executes a follow up process that ensures all parties are aware of the most recent updates.
• Identifies opportunities for continuous improvement, driving true value for customers by successfully directing the team.
• Promotes the continuous improvement mindset as a key characteristic for the Customer Success team. Determines how to define, drive, and demonstrate the value (ROI) delivered from the CS team
• Acts as the Subject Matter Expert on best practices in change management. Promotes CSM understanding of our customers’ business and their objectives, establishing a relationship of a strategic business partner.

Coordinates with Regional Managers and Sr. RMs for any one-off, 1 : 1 training with CSMs.

Defines the vision of a Red Carpet customer experience, defines what those qualities are and puts them into practice via routine touch calls.

Leads by example and owns the customer service experience for the team.

• Standardizes the template for a Success Plan for customers with each solution. Defines and oversees lifecycle processes / touch points, including executive sponsor program, EBR process and Customer Success KPIs
• Executes strategy and demonstrates the value (ROI) delivered from the CS team. Exibits the ability to identify core client pain points advising on best course of action for path to resolution that maximizes efficient and expeditious success while simultaneously minimizing costs and company resources
• Aligns with Sales on renewal and up-sell strategy and focus on managing the customer journey with a retention and growth focus.

Gives feedback to Sales and Marketing on prospecting approach

• Ensures smart hand-off of new sales opportunities. Defines team involvement during sales cycle
• Responsible for key metrics for the Customer Success team including account renewal rates, gross dollar renewal rate, up-sell dollars, product adoption / utilization metrics, resource deployment, NPS, employee NPS / team member satisfaction;

Owns the financial model for the CS team, including projections of costs and new hires, and forecasts of renewal and upsell rates

Recruits, mentors, grooms and inspires the Customer Success Team by Building a pipeline of great candidates, establishing a rigorous interview process, setting expectations on performance and provides constructive feedback, setting up training and mentoring to grow team, creating a culture of massive customer satisfaction, communicating and motivating to drive performance.

Serves as a panelist on 100% of CSM / CSS interviews to identify pipeline talent for their respective Region.

Achieves operational excellence across team, delivering exceptional service to clients and demonstrating proactive communication.

Utilizes reports and communicates metrics on a weekly basis. Creates standard presentation materials for the customer lifecycle

Clarifies ownership for each part of the CS journey. Gathers feedback from other departments, Sales, Implementation, Services, Support, Product, to improve the customer experience.

Drives company-wide definition of the vision of the customer journey. Creates company-wide customer feedback loop beyond NPS surveys.

Leads charge of fostering company-wide culture of Customer Success

Drives alignment with Renewals & Expansion and Sales : Aligns with Sales on renewal and up-sell strategy and focus on managing the customer journey with a retention and growth focus.

Gives feedback to Sales and Marketing on prospecting approach. Ensures smart hand-off of new sales opportunities. Defines CSA involvement during sales cycle

• Exhibits the ability to identify core client pain points advising on best course of action for path to resolution that maximizes efficient and expeditious success while simultaneously minimizing costs and company resources
• Proactively seeks additional resources to provide a more streamlined path to client growth that more closely aligns with skill development across RM's to build leadership and mentorship.

Takes the time to mentor RMs and Sr. RMs, providing clear expectations and working with them individually to create career paths best suited for their skillsets.

Qualifications

Minimum :

• Minimum 5 years of multi-level management experience
• Experience in Sales including post-sales. Ability to interact and engage and influence all levels of the CDK Customer's organization.
• Exceptionally strong customer service and conflict resolution skills. Focus on quality.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Working closely with RMs and Sr RMs to Direct promote stronger partnership both remote and on-site as needed.
• Strong empathy for customers and passion for revenue and growth working alongside the client to overcome current challenges paving the way for expansion
• Deep understanding of value drivers in recurring revenue business models
• Experience working in a team-oriented collaborative environment. Portrays a professional persona with internal and external clients.

Is seen as a thought leader within department and across CDK's greater business.

• Analytical and process-oriented mindset
• Excellent communication and presentation skills, taking the lead in client engagements in a multi-personnel environment.
• Travel requirements : up to 50%
• Ability to think strategically, innovate, and make sense of complicated situations. Strong problem solving skills. Ability to think "big picture" across the team and greater business.

Ability to think critically, and conduct comprehensive analysis, weighing the pros and cons for betterment of the team and business.

• Understands and has some experience with Transformational Leadership and Organizational Design.
• Ability to effectively manage multiple workflows and secure the desired objectives

Preferred :

• Knowledge of CDK’s business strategy, operational workings of CDK, product offerings and automotive industry. Understanding of CDK org structure, solutions, implementation and service models
• Ability to effectively manage multiple workflows and secure the desired objectives

Education / Experience

Minimum :

• Bachelor’s Degree or equivalent experience in related field with a strong focus in business management or equivalent minor
• Minimum 9 years of experience in customer-facing organization
• Automotive industry experience is preferred. Knowledge of all automotive areas (Front-End, parts and service, Accounting and modern retail), Dealership workflows, and technology industries is preferred.

Compensation : $145,000 - $205,000

CDK 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 :

Paid Time Off (PTO)

401K Matching Program

Tuition Reimbursement