Customer Success Specialist Fixed Operations

CDK Global•Hoffman Estates, IL

About The Position

The Customer Success Specialist is responsible for providing best in class customer service to our clients through product, workflow and industry expertise. The Sr. Customer Success Specialist's responsibility is to use strong product-specific knowledge to demonstrate the value of CDK products by answering advanced questions, providing value training to key stakeholders and analyzing customer needs at an advanced level across multiple products or workflows

Requirements

Minimum of 3 years of retail automotive experience required.
High sense of urgency.
Handles high stress interactions and situations and is able to de-escalate appropriately using empathy
Extensive experience in dealers fixed operations processes and workflows.
Ability to work and influence both internal and external stakeholders
Ability to work as a team member with limited supervision
Outstanding customer service skills
Organization and prioritizations skills
High sense of urgency.
Handles high stress interactions and situations and is able to de-escalate appropriately using empathy
Time management and completion of tasks to a definite deadline
Strong communication skills with peers as well as clients, both oral as well as written.
Effective at engaging and articulating value with emphasis on promoting adoption and expansion
Good relationship and collaboration skills to engage senior and executive level dealership associates.
Ability to travel up to 50% to 75%.

Nice To Haves

3+ years of Dealerships experience preferred
Extensive experience Dealers processes and workflows
Understanding of CDK's org structure, solutions, implementation and service models
BA/BS preferred

Responsibilities

Develops a productive working relationship with CSM team, partnering successfully to deliver best-in-class customer service to low touch clients.
Partners with client's dedicated CSM to provide product-specific expertise in an effort to grow CDK product adoption.
Discuss and demonstrate CDK product functionality and industry insights at a basic level, specifically Fixed Operations.
Provide customers with guidance, helping help them to achieve basic industry standards
Follow established parts and service application utilization benchmarks that are achievable & guide customers on best practices to meet those benchmarks
Complete client training, consultation, operational adjustment or best practice requests to drive additional value and utilization for CDK clients
Escalate blockers to Customer Care, ensuring client is able to achieve visible value and utilization
Utilize opportunities to continue growth and knowledge base on the CDK suite of products.
Utilize training resources and provide reference documentation to customer
Participate in digital success webinars to customers
Ensure a high level of consistent documentation of dealer engagements relating to improved performance as a result of targeted training, new product expansion, and issue resolution
Seeks and listens to feedback.
Demonstrates a positive outlook on work.
Provides recognition to peers.