Sr Customer Success Manager

Position Overview

• Location Type: Onsite (50% Travel)
• Job Type: Full Time
• Salary: Not Specified

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 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 client’s 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.

Qualifications

• Minimum:
  • Minimum 5 years of client services, marketing or sales experience.
  • B2B or outside sales or account management in a similar industry.
  • Ability to travel - 50%
  • Ability to work and influence across all levels of the dealership.
  • Knowledge of CDK applications.