Sr Customer Success Manager
Sr Customer Success Manager
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$ 75000 - 95000
1 Vacancy
Job Description
Field Based Position - Must reside near a Major Airport
About US
CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (OEMs) across automotive and related industries. The Companys cloud-based software as a service (SaaS) platform enables dealerships to manage their end-to-end business operations including the acquisition sale financing insuring repair and maintenance of vehicles. By automating and streamlining critical workflows the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance. Visit
AtCDK Global we are focused on connections that allow us to deliver world-class software support and data insights. Our values define who we are and how we show up for each other our customers and our communities. Our values: StayCuriousOwnIt BeOpen CreatePossibilities
CDK is hiring a Senior Customer Success Manager to join our dynamic Customer Success team. The Customer Success Manager will contribute to our Customer Obsessed culture by providing our clients with a great experience.
Job 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 CDKs 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 clients 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.
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
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
Highschool Diploma
Valid Drivers License/travel documents(if applicable)
Preferred
Understanding of CDKs 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
high school diploma
BA/BS Preferred
5 years of retail automotive experience preferred
Physical Requirements
Operate Computer Hardware and Other Office Equipment: Constantly
Repetitive Motion: Frequently
Position and Move Items: Frequently
Physical Demands: Up to 15 pounds
Remain in a Stationary Position:Frequently
Move About: Occasionally
Adjust Posture for Movement: Occasionally
Ascend and Descend: Occasionally
Observe or Inspect Details: Frequently
Communicate Information and Ideas so that Others will Understand: Frequently
Exposure to Outdoor Weather Conditions: Occasionally
Detects Auditory Cues: Occasionally
Exposure to Confined Spaces: Occasionally
Operate a Vehicle Safely: Frequently
Ability to Navigate Airports Transportation and/or Other Travel Related Tasks: Frequently
Salary Range: $75000 to $95000
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 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.
Required Experience:
Manager
Employment Type
Full-Time
