Customer Success Specialist - Modern Retail

CDK Global•Orlando, FL

2d•Onsite

About The Position

The Customer Success Specialist is responsible for providing best in class customer service to clients through product, workflow and industry expertise. Assisting the client's dedicated CSM, The Customer Success Specialist's responsibility is to use product-specific knowledge to demonstrate the value of CDK products by providing customers with solutions to their operational needs.

Requirements

Strong communication skills with peers as well as clients, both oral as well as written.
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.
Ability to work and influence both internal and external stakeholders.
Outstanding customer service skills.
Organization and prioritizations skills.
Effective at engaging and articulating value.
Good relationship and collaboration skills to engage senior level dealership associates.
Familiarity with dealership systems and operations.
Strong understanding of one CDK product suites.
Associate’s Degree or equivalent experience.
Minimum 3 or more years of experience in Auto industry.
Travel up to 80%
Must live in territory (Florida State) to be considered.

Nice To Haves

3+ years of retail automotive experience preferred.
Familiarity with CDK's org structure, solutions, implementation and service models.
Some automotive knowledge (Areas of the dealership and Dealer workflows).
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.
Provide customers with guidance, helping help them to achieve basic industry standards.
Follow established product understanding and 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 scaled 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.