Field Based Position - Must Reside near a Major Airport (EST or CST)
Summary:
The Sr Customer Success Manager is responsible for client satisfaction and success. By interacting with assigned dealerships the Sr Customer Success Manager will 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, help our customers achieve value, driving client engagement and minimizing churn & defection. The customer success manager will also be responsible for identifying and nurturing additional revenue opportunities in partnership with sales.
Responsibilities:
Fields questions and direct clients to appropriate support resources. Assists clients with defining their 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
Maintains pre-established relationships and assists in building/creating new relationships with dealership management. Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor
Assesses dealership risk factors, identifies risk mitigation strategies to ensure continued success of CDK applications and new layered application opportunities. 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. Identifies trends to help create solutions for identified gaps using analytics
Identifies opportunities, creating a plan for addressing training needs for dealership 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 customers
Successfully identifies and implements strategies for retaining "at risk" clients
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 dealer partners
Minimum 25-50% travel per month (One to 2 Weeks per month)
Qualifications:
Minimum 5 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 dealership
Knowledge of CDK applications, business strategy, and familiarity with automotive industry
In-depth knowledge of variable dealership operations or in training dealer staff on software applications and process
Proficient in using SalesForce (CX platform 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 work as a team members.
Take ownership for clients and oversee resolution while handling all aspects of client and internal communication
Ability to travel to client site
Analytical, organizational and time management skills.
High school diploma
Preferred Qualifications:
5+ years of retail automotive experience preferred
Understanding of CDK's org structure, solutions, implementation and service models
SaaS experience preferred but not required
Experience using a CX platform
Some knowledge of automotive areas (Front-End, parts and service, and Accounting), Dealership workflows, and technology industries preferred
BA/BS Preferred
Salary Range: $75,000 - $95,000
CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:
Paid Time Off (PTO)
401K Matching Program
Tuition Reimbursement
At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.
CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.
Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.
