Sr. Customer Success Manager

Position Responsibilities & Essential Functions

The information below covers the role requirements, expected candidate experience, and accompanying qualifications.

• Fields questions and directs clients to appropriate support resources. Assists clients with defining their 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 dealership management.

Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor.

Assesses dealership 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.

Identifies trends to help create solutions for identified gaps using analytics.

• Identifies opportunities, creating a plan for addressing training needs for dealership staff. Makes recommendations and assists clients 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; leans in and assists where needed. Demonstrates subject matter expertise on best practices and can back up 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 dealer partners.

Qualifications

Minimum :

• Minimum 5 years of client services, marketing, or sales experience. B2B or outside sales or account management in a similar industry.
• Ability to work and influence across all levels of the dealership.
• Knowledge of CDK applications, business strategy, and familiarity with the automotive industry.
• In-depth knowledge of variable dealership operations or in training dealer staff on software applications and process.
• Proficient in using SalesForce (CX platform as a bonus).
• High sense of urgency. Handles high-stress interactions and situations and is able to de-escalate appropriately using empathy.
• Strong communication skills with peers as well as clients, both oral and written. Ability to work as a team member.
• Take ownership for clients and oversee resolution while handling all aspects of client and internal communication.
• Ability to travel to client site.
• Analytical, organizational, and time management skills.

Preferred :

• Understanding of CDK's org structure, solutions, implementation, and service models.
• SaaS experience preferred but not required.
• Experience using a CX platform.
• Some knowledge of automotive areas (Front-End, parts and service, and Accounting), Dealership workflows, and technology industries preferred.

Education / Experience

Minimum :

High school diploma.

Preferred :

• BA / BS Preferred.
• 5+ years of retail automotive experience preferred.

Compensation : $80,000 - $110,000

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.

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.

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