Customer Success Manager

Position Overview

• Location Type: Hybrid (Midwest States - Missouri, Indiana, Illinois)
• Employment Type: Full Time
• Salary: Not provided

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s 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.

Responsibilities & Essential Functions

• Fields questions and directs 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.

Qualifications

Minimum:

• Minimum 4 years of client services, marketing, or sales experience.
• B2B or outside sales or account management in a similar industry.
• Ability to travel up to 50%.
• 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 and 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.

Preferred:

• Familiarity with CDK’s organizational structure.