Customer Success Manager

CDK Global•US - South Carolina - Home Office, SC

9d•Onsite

About The Position

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. CDK is hiring a Senior Customer Success Manager to join our dynamic Customer Success team. The Customer Success Manager will contribute to our Customer Obsessed culture by providing our clients with a great experience.

Requirements

Highschool Diploma
Valid Driver’s License/travel documents(if applicable)
Minimum 4 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 and familiarity with automotive industry
In-depth knowledge of variable dealership operations or in training dealer staff on software applications and process
Experience with SalesForce
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 as well as written.
Ability to work as a team member with limited supervision
Time management and completion of tasks to a definite deadline
Ability to travel to client site

Nice To Haves

3+ years of automotive experience preferred
Familiarity with CDK's org structure, solutions, implementation and service models
SaaS experience preferred but not required
Experience using a CX platform
Some automotive knowledge (Areas of the dealership and Dealer workflows)
BA/BS Preferred

Responsibilities

Follow all CDK Global policies and procedures
Complete all mandatory assigned compliance tasks and acknowledgements
Meet or exceed all performance expectations
Travel up to 50 % of the time
Drive up to 25% of the time
Fields questions and direct 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 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
Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization
Identifies opportunities, creating a plan for addressing training needs for dealership staff.
Partners with Sales to become a key asset in helping grow the CDK business with the client
Successfully identifies and implements strategies for retaining “at risk” clients
Develops a productive working relationship with Sr. CSMs; occasionally assists Sr. CSMs where needed.
Seeks and listens to feedback.
Demonstrates a positive outlook on work.
Provides recognition to peers.
Utilizes Totango to document valued-added conversations & engagements with dealer partners