Lead Customer Success Manager

About the position

The Lead Customer Success Manager is responsible for client satisfaction and success for CDK’s National Accounts program. The Lead Customer Success Manager interacts with assigned dealerships to 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, driving client engagement. This role is responsible for managing the relationship between the customer, the Regional Customer Success Directors, Regional RGMs, DOS, and the national sales teams. The customer success manager will also be responsible for identifying and nurturing additional revenue opportunities in partnership with sales.

Responsibilities

• Partners with the National CSMs, Regional VP’s, National Account Directors and others by conducting on-site visits with CDK National clients with focus on accounting to improve efficiency.
• Assists with best practices, improves Net Promoter score and assists the client as an Automotive industry and CDK Product Expert.
• Fields questions and directs clients to appropriate support resources.
• Assists clients with defining their strategy around CDK solutions.
• Builds/creates relationships with dealership management.
• Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor.
• Responsible for managing the relationship between the customer, the Regional Customer Success Directors, Regional RGMs, DOS and the sales teams of CDK’s National Accounts.
• Assesses dealership risk factors, identifies risk mitigation strategies to ensure continued success of CDK applications.
• Works with Sales and Marketing to create prospecting opportunities.
• Gives feedback to Sales and Marketing on prospecting approach.
• Executes strategy and demonstrates the value (ROI) delivered from the National Account team.
• 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.
• Actively participates as a stakeholder in the development and utilization of Totango, SalesForce.com.
• Identifies opportunities, creating a plan for addressing training needs for dealership staff.
• Makes recommendations and assists client with industry best practices and solutions.
• Coordinates additional training and follows up with dealership as needed.
• Collaborates with the Implementation, Consulting, and the Success specialist teams.
• Acts as a subject matter expertise on best practices and change management.
• Promotes the continuous improvement mindset as a key characteristic for the Customer Success team.
• 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 practice.
• Manages and executes the transition and customer journey Post Installation Transition Team (PITT) handoff.

Requirements

• Minimum 6 years of client services, marketing, sales and Customer Success experience.
• B2B or outside sales or account management in a similar industry.
• Ability to work and influence across all levels of the dealership.
• Experience with CDK applications, business strategy, operational workings of CDK CRM, Digital Retail, CDK Services and DM product offerings.
• In-depth knowledge of variable and fixed operations dealership operations or in training dealer staff on software applications and process.
• Deep understanding of value drivers in recurring revenue business models.
• Proficient in using SalesForce and a CX platform.
• High sense of urgency.
• Strong communication skills with peers as well as clients, both oral as well as written.
• Strong internal drive and initiative to grow self and team members.
• Analytical and process-oriented mindset.
• Excellent communication and presentation skills.

Nice-to-haves

• 7+ years of retail automotive experience preferred.
• Deep understanding of CDK's org structure, solutions, implementation and service models.
• SaaS experience strongly preferred.
• Experience using Totango preferred.
• Strong knowledge of all automotive areas (Front-End, parts and service, and Accounting), Dealership workflows, and technology industries strongly preferred.
• BA/BS or equivalent experience.

Benefits

• Medical, dental, and vision benefits.
• Paid Time Off (PTO).
• 401K Matching Program.
• Tuition Reimbursement.