Customer Success Manager

CDK Global is a leading provider of cloud-based software to dealerships and OEMs across the automotive industry. The Customer Success Manager is responsible for ensuring client satisfaction and success by maximizing adoption of CDK products, driving client engagement, and identifying additional revenue opportunities.

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 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
• Follow all CDK Global policies and procedures
• Complete all mandatory assigned compliance tasks and acknowledgements
• Travel 50% - 75% of the time

Requirements:

• 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
• Experience with Salesforce
• Able to Travel up to 50% to 75%
• Valid Driver's License/travel documents(if applicable)
• 3+ years of retail automotive experience preferred
• Familiarity with CDK's org structure, solutions, implementation and service models
• SaaS experience preferred but not required
• Experience using a CX platform
• Some automotive knowledge (Areas of the dealership and Dealer workflows)
• BA/BS Preferred