Customer Success Manager - Returnship

Position Overview

• Location Type: Remote
• Job Type: Full time
• Program: The Path Forward Return to Work program at CDK Global is a 16-week paid Returnship for experienced professionals returning to the workforce after taking time off for caregiving.
• Eligibility: Open to anyone with at least 5 years of professional experience and who has been out of the paid workforce for at least two years to focus on caring for a child or other dependent.
• Program Goal: Offers a chance to revamp skills, update resumes with new experience, and make connections with others transitioning back to the workforce. Provides support through Path Forward, a nonprofit organization.

About CDK Global

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. Their cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations.

• Website: www.cdkglobal.com
• Values: Stay Curious, Own It, Be Open, Create Possibilities.

Position Summary: Customer Success Manager

The Customer Success Manager is responsible for client satisfaction and success, particularly during the onboarding process. This role involves understanding customer business needs to drive smooth, successful onboarding and maximize the value of CDK solutions. The goal is to enhance client onboarding satisfaction, adoption, and utilization of CDK products, help customers achieve value, drive client engagement, and minimize churn. The role also includes identifying and nurturing additional revenue opportunities in partnership with sales.

Responsibilities & Essential Functions

• Document and implement recommendations to improve the client onboarding process and customer experience.
• Field client questions and direct them to appropriate support resources.
• Assist clients in defining their strategy around CDK solutions, ensuring they understand and best utilize CDK products for their individual needs and goals.
• Maintain relationships with dealership management and establish a reputation as a trusted advisor by demonstrating expertise in CDK products.
• Assess dealership risk factors and identify mitigation strategies to ensure the continued success of CDK applications and new layered application opportunities.
• Prepare client-specific reports and presentations to educate and drive growth within the client's organization.
• Identify opportunities and create plans for addressing training needs for dealership staff.
• Partner with Sales to grow the CDK business with the client.
• Identify and implement strategies for retaining "at-risk" clients.
• Develop a productive working relationship with Sr. CSMs and occasionally assist them.