Sr. Customer Success Manager
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About The Position
The Senior Customer Success Manager at CDK Global plays a pivotal role in ensuring that clients effectively utilize CDK's solutions to meet their individual needs and goals. This position involves fielding questions from clients and directing them to appropriate support resources, as well as assisting clients in defining their strategies around CDK products. The Senior Customer Success Manager is responsible for maintaining pre-established relationships while also building new ones with dealership management, establishing a reputation as a trusted advisor through expertise in CDK products. In this role, the Senior Customer Success Manager assesses dealership risk factors and identifies risk mitigation strategies to ensure the continued success of CDK applications and new layered application opportunities. Collaboration with Sales and Marketing is essential to create prospecting opportunities. The manager prepares client-specific reports and presentations aimed at educating clients and driving growth within their organizations. By identifying trends and utilizing analytics, the manager helps create solutions for any identified gaps. The Senior Customer Success Manager is also responsible for identifying training needs for dealership staff and making recommendations based on industry best practices. This position is seen as a key business partner with Sales, proactively identifying opportunities to grow the CDK business with clients and driving true value for customers. The manager successfully identifies and implements strategies for retaining clients who are considered 'at risk'. Additionally, the Senior Customer Success Manager develops productive working relationships with Lead Customer Success Managers, providing assistance where needed and demonstrating subject matter expertise on best practices. Mentoring junior staff on risk mitigation strategies and client recommendations is also a key responsibility. The manager utilizes Totango to document valuable conversations and engagements with dealer partners, ensuring that all interactions are recorded and leveraged for future success.
