Customer Success Manager

CDK Global

33d

About The Position

The Customer Success Manager is responsible for client satisfaction and success. By interacting with assigned dealerships the 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 maximize adoption and utilization of CDK products, help our customers achieve value, driving client engagement and minimizing churn. The customer success manager will also be responsible for identifying and nurturing additional revenue opportunities in partnership with sales.

Requirements

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
Able to Travel up to 75%
Highschool Diploma
Valid Driver’s License/travel documents(if applicable)

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
Travel 50% of the Time