Sr Customer Success Manager - OEM

CDK Global•US - California - Home Office, CA

2d•Remote

About The Position

The Sr Customer Success Manager - OEM partners closely with Sales, OEM/ISV customers, and internal stakeholders to drive measurable success and long-term value through CDK solutions. This role is responsible for defining success outcomes, establishing key performance indicators (KPIs), and developing strategic roadmaps that align with customer goals. Acting as a trusted advisor, the CSM provides product expertise, guides customers on best practices, and ensures effective adoption and utilization of CDK solutions.

Requirements

BA/BS or equivalent experience
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 OEM/ISV
Knowledge of Managed Data Services or API Services, business strategy, and automotive industry
Experience in managing client expectations, increasing client satisfaction, adoption, and growth.
Experience working in software development or with engineers and technical teams throughout the software development process.
Proficient in using SalesForce (Totango as a bonus)
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 mentor team members.
Take ownership for clients and oversee resolution while handling all aspects of client and internal communication
Ability to Travel up to 15%
Analytical, organizational and time management skills

Nice To Haves

Experience as a technical lead engineer, or data analyst is a plus.
Understanding of CDK's org structure, solutions, implementation and service models
SaaS experience preferred
Experience using Totango preferred
Some knowledge of automotive areas (OEM/ISV use cases, APIs, and feeds), and technology industries preferred

Responsibilities

Partners with Sales to define and identify success outcomes and KPIs from an OEM/ISV customer point of view for their assigned projects or initiatives.
Develops a roadmap to deliver these success outcomes and target KPIs.
Assists OEMs/ISV customers with defining project/initiative 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.
Fields questions and direct clients to appropriate support resources
Maintains pre-established relationships and assists in building/creating new relationships with OEM/ISV management.
Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor.
Assesses risk factors, identifies risk mitigation strategies to ensure continued success.
Works with Sales and Marketing to create prospecting opportunities.
Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization.
Contributes and presents content in Strategic Business Reviews.
Identifies trends to help create solutions for identified gaps using analytics
Identifies opportunities, creating a plan for addressing training needs for OEM/ISV staff.
Makes recommendations and assists client with industry best practices and solutions.
Is seen as a key business partner with Sales, helping to grow the CDK business by proactively identifying opportunities to grow our business with the client.
Drives true value for customer
Successfully identifies and implements strategies for retaining “at risk” projects/initiatives
Works with customers to ensure they understand CDK's products and how best to utilize them for their individual needs and goals.
Fields questions and direct clients to appropriate support resources
Maintains pre-established relationships with OEM/ISV management.
Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor.
Develops a productive working relationship with Lead CSMs; leaning in and assisting where needed.
Demonstrates subject matter expertise on best practices and can backup Lead CSMs based on need.
Mentors CSMs on best practices, teaching engagement as it pertains to solutions for client needs.
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 practices
Utilizes Totango to document valued-added conversations & engagements with ISV/OEM partners