Note: The job is a remote job and is open to candidates in USA. 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
Benefits
- Medical, dental, and vision benefits
- Paid Time Off (PTO)
- 401K Matching Program
- Tuition Reimbursement
- Remote position
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