Sr Customer Success Specialist - Fixed Operations

Position Overview

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

Summary

The Sr. Customer Success Specialist is responsible for providing best in class customer service to Low Touch and Medium Touch clients through product, workflow and industry expertise. Assisting the client’s dedicated CSM, The Sr. Customer Success Specialist’s responsibility is to use strong product-specific knowledge to demonstrate the value of CDK products by answering advanced questions, providing value training to key stakeholders and analyzing customer needs at an advanced level across multiple products or workflows.

Responsibilities

• Develops a productive working relationship with CSM team, partnering successfully to deliver best-in-class customer service to low and medium touch clients.
• Demonstrates subject matter expertise and can back up Lead CSSs based on need.
• Is seen as a key business partner with client’s dedicated CSM, providing proactive product-specific expertise and identifying opportunities for both product adoption and business growth.
• Drives true value for customers.
• Discusses and demonstrates CDK product functionality and industry insights at an advanced level.
• Compares product reporting to demonstrate improvement ratios with increased utilization.
• Provides customers with guidance, helping them to achieve industry standards specific to their size, market or unique business needs, via live webinars with targeted content directly affecting customer engagement and satisfaction in current market conditions.
• Sets product understanding and utilization benchmarks that are achievable & guide customers on best practices to meet those benchmarks based on understanding of the customers unique business operations as well as identifying add on products that will enhance the overall buying experience.
• Completes client training, consultation, operational adjustments or best practice requests to drive additional value and utilization for CDK clients.
• Identifies and advises on additional products to enhance the customer experience.

Requirements

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Application Instructions

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