Customer Success Manager

Summary

CDK Global is seeking a Customer Success Manager to support client satisfaction and success across assigned dealerships. The role focuses on driving adoption and utilization of CDK products, advising customers, mitigating risks, retaining at-risk clients, and identifying additional revenue opportunities in partnership with Sales.

Responsibilities

• Follow all CDK Global policies and procedures
• Complete all mandatory assigned compliance tasks and acknowledgements
• Meet or exceed all performance expectations
• Travel up to 50 % of the time
• Drive up to 25% of the time
• 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 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
• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization
• Identifies opportunities, creating a plan for addressing training needs for dealership staff
• Partners with Sales to become a key asset in helping grow the CDK business with the client
• Successfully identifies and implements strategies for retaining “at risk” clients
• Develops a productive working relationship with Sr. CSMs; occasionally assists Sr. CSMs where needed
• Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers
• Utilizes Totango to document valued-added conversations & engagements with dealer partners

Skills

• Highschool Diploma
• Valid Driver's License/travel documents(if applicable)
• 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 dealership
• Knowledge of CDK applications and familiarity with automotive industry
• In-depth knowledge of variable dealership operations or in training dealer staff on software applications and process
• Experience with SalesForce
• 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 member with limited supervision
• Time management and completion of tasks to a definite deadline
• Ability to travel to client site
• Familiarity with CDK's org structure, solutions, implementation and service models
• Experience using a CX platform
• Some automotive knowledge (Areas of the dealership and Dealer workflows)
• Applicants must be legally authorized to work in the United States without the need for current or future employment-based visa sponsorship
• BA/BS Preferred
• 3+ years of automotive experience preferred
• SaaS experience preferred

Qualifications

Must Haves

• Highschool Diploma
• Valid Driver's License/travel documents(if applicable)
• 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 dealership
• Knowledge of CDK applications and familiarity with automotive industry
• In-depth knowledge of variable dealership operations or in training dealer staff on software applications and process
• Experience with SalesForce
• 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 member with limited supervision
• Time management and completion of tasks to a definite deadline
• Ability to travel to client site
• Familiarity with CDK's org structure, solutions, implementation and service models
• Experience using a CX platform
• Some automotive knowledge (Areas of the dealership and Dealer workflows)
• Applicants must be legally authorized to work in the United States without the need for current or future employment-based visa sponsorship

Nice to Haves

• BA/BS Preferred
• 3+ years of automotive experience preferred
• SaaS experience preferred

Benefits

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