[Hiring] Customer Success Manager @CDK Global

Role Description

CDK is hiring a Senior Customer Success Manager to join our dynamic Customer Success team. The Customer Success Manager will contribute to our Customer Obsessed culture by providing our clients with a great experience.

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
• Maintains pre-established relationships with dealership management
• Assesses dealership risk factors and identifies risk mitigation strategies
• Prepares client specific reports and presentations
• Identifies opportunities and creates a plan for addressing training needs for dealership staff
• Partners with Sales to help 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
• Seeks and listens to feedback
• Utilizes Totango to document valued-added conversations & engagements with dealer partners

Qualifications

• Highschool Diploma
• Valid Driver’s License/travel documents (if applicable)
• Minimum 4 years of client services, marketing or sales experience
• 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
• Experience with SalesForce
• High sense of urgency
• Strong communication skills with peers as well as clients
• Time management and completion of tasks to a definite deadline
• Ability to travel to client site

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

Salary Range

$65,500 - $83,500

Benefits

• Medical, dental, and vision benefits
• Paid Time Off (PTO)
• 401K Matching Program
• Tuition Reimbursement