Lead Customer Success Manager

Position Overview

• Location Type: Field Based (Must reside near a Major Airport)
• Employment Type: Full Time
• Company: CDK Global

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. 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. Visit www.cdkglobal.com

At CDK 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: Stay Curious, Own It, Be Open, Create Possibilities.

Position Summary: The Lead Customer Success Manager is responsible for client satisfaction and success for CDK’s National Accounts program. The Lead Customer Success Manager interacts with assigned dealerships to 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, driving client engagement. This role is responsible for managing the relationship between the customer, the Regional Customer Success Directors, Regional RGMs, DOS, and the national sales teams. The customer success manager will also be responsible for identifying and nurturing additional revenue opportunities in partnership with sales.

Requirements

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Responsibilities

• Partners with the National CSMs, Regional VP’s, National Account Directors and others by conducting on-site visits with CDK National clients with focus on accounting to improve efficiency.
• Assists with best practices and improves Net Promoter score.
• Assists the client as an Automotive industry and CDK Product Expert.
• 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.
• Builds/creates relationships with dealership management.
• Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor.
• Responsible for managing the relationship between the customer, the Regional Customer Success Directors, Regional RGMs, DOS and the sales teams of CDK’s National Accounts to ensure customer retention and satisfaction.
• 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.