Customer Success Manager
Job Description
Field Based Position - Must reside near a Major Airport To be considered for this role, you must reside in one of the following locations: North Eastern States: New England, Maine, Vermont, New Hampshire, Massachusetts, Rhode Island, Connecticut. About US 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 Job Summary The Customer Success Manager is responsible for client satisfaction and success. By interacting with assigned dealerships the Customer Success Manager will 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, help our customers achieve value, driving client engagement and minimizing churn. The customer success manager will also be responsible for identifying and nurturing additional revenue opportunities in partnership with sales.
Responsibilities
Follow all CDK Global policies and procedures Complete all mandatory assigned compliance tasks and acknowledgements Meet or exceed all performance expectations Travel up to 50 % of the time Drive up to 25% of the time Fields questions and direct 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 Travel 50% of the Time
Qualifications
Minimum 4 years of client services, marketing or sales experience. B2B or outside sales or account management in a similar industry. 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 as well as written. Ability to work as a team member with limited supervision Time management and completion of tasks to a definite deadline Able to Travel up to 75% Highschool Diploma Valid Driver’s License/travel documents(if applicable) Preferred Qualifications 3+ years of automotive experience preferred Familiarity with CDK's org structure, solutions, implementation and service models SaaS experience preferred but not required Experience using a CX platform Some automotive knowledge (Areas of the dealership and Dealer workflows) BA/BS Preferred Physical Requirements Operate Computer Hardware and Other Office Equipment: Constantly Repetitive Motion: Frequently Position and Move Items: Frequently Physical Demands: Up to 15 pounds Remain in a Stationary Position: Frequently Move About: Frequently Adjust Posture for Movement: Frequently Ascend and Descend: Occasionally Observe or Inspect Details: Frequently Communicate Information and Ideas so that Others will Understand: Frequently Exposure to Outdoor Weather Conditions: Occasionally Detects Auditory Cues: Frequently Exposure to Confined Spaces: Occasionally Operate a Vehicle Safely: Occasionally Ability to Navigate Airports, Transportation, and/or Other Travel Related Tasks: Frequently Salary Ranges: $64,00 to $82,000 *Non-discrimination clause The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. CDK retains the right to change or assign other duties to this position as needed. CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to: Paid Time Off (PTO) 401K Matching Program Tuition Reimbursement At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact. CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law. Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants. Apply To This Job