OEM Account Manager, Service

CDK Global•Detroit, MI

1d•$117,000 - $130,000

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 Position Summary The OEM Account Manager, Service is responsible for supporting existing OEM programs that leverage CDK’s Service Lane Tool suite including Fixed Operations Suite, CDK Service, ServiceView, Connected Vehicle, and other custom integrations for automotive dealers. This includes strong partnership with both our internal teams and external clients and managing ongoing program execution. This role is also responsible for overseeing the success of 3rd party managed programs for assigned accounts. This role provides leadership and high-level oversight to the matrixed internal CDK teams responsible for delivering OEM service program success including collaboration with baseline sales, customer support, billing, product & technology, and operations. The successful Account Manager employs strong external and internal relationship management skills to ensure client objectives are understood, managed, and executed while maintaining alignment with CDK’s priorities and business strategy. Must be able to oversee and orchestrate large scale, high impact projects and ongoing program initiatives, ensuring that business objectives are understood, communicated, managed, and optimized to achieve target program results. A highly successful Account Manager owns all aspects of internal and external program communications, establishes and tracks program performance metrics, captures and executes program requirements and corresponding planning, manages program timelines, and budgets, and demonstrates a strong mastery of CDK processes and practices.

Requirements

5+ years external automotive client relationship management with demonstrated ability to manage requirements, expectations, and deliverables
Experience working with Auto Manufacturer dealer retail programs
5-10 years software project, program, and/or engagement management
Expert in automotive retail solutions and workflows
Hands on ability to navigate complex business environments to resolve customer requests and requirements
Strong communication, presentation, and organization skills
Excellent analytical skills including the ability to model scenarios and manage to financial
Demonstrated ability to coordinate cross-functional engagement for complex client program success while continuously driving improvement and seeking to reduce complexity
Ability to anticipate and adapt to changing conditions, risks and opportunities
Travel for in-person client meetings, team meetings and other ad-hoc requests

Nice To Haves

Knowledgeable on CDK applications
PMP or other industry certification a plus
Bachelor’s or equivalent experience

Responsibilities

Client Management Manage business relationship and program service delivery tied to the agreed upon statement of work
Organize and run quarterly business updates, weekly program update meetings, and other ad hoc functional client facing engagements
In alignment with Director of Sales, collaborate with client on program financial modeling, project-based projections, and monthly/annual financial deliverables
Facilitate presentment, communication, and approval of OEM program invoices
Serve as escalation point as needed to help resolve large range of program related inquiries tied to enrollments, data, reporting, billing, invoicing, product, systems, legal, and contracting
Helps in the negotiation of project resources, deliverables and cost
Identifies new OEM business opportunities, facilitates executive level engagements and works closely with sales, customer success, and product teams to expand account penetration, increase tool engagement, and accelerate revenue growth across assigned territories.
CDK Operations Finance/Invoice: in partnership with finance teams compile forecasting, planning, modeling, invoice presentations, etc.
Enrollment: interface with client and internal contract teams as needed for buy-sells, conversions, terminations, and related internal change administration
Service: works with internal teams to develop, implement and maintain processes and program service levels
Identify, cultivate, and close new strategic opportunities within the existing customer base by understanding dealership workflows, uncovering unmet needs, and aligning the Service Lane Tool’s capabilities to deliver measurable value.
Supports the field organization in ensuring resolution of issues requiring support from cross-functional operational or technical teams
Manage contract renewals for assigned programs
Assists with OEM Guidebooks for Field Sales Program Management
Product: partner with product & technology teams for new feature development and prioritization and defect fixes
SOW: manage new SOW and CR development, internal approvals, and execution
Contractual obligations: ensure CDK compliance with client technical requirements
Training: collaborate with product owners and functional teams for installation and ongoing support as new features released
Go to Market: serve as program expert to support internal teams with successful pilots, launches, pricing, dealer adoption and communication, implementations, and ongoing support
Performance: provides program dashboards that provide quick, clear visibility of program status and performance