[Hiring] Customer Success Manager @CDK Global

Role Description

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 & Essential Functions

• 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
• Field questions and direct clients to appropriate support resources
• Assist clients with defining their strategy around CDK solutions
• Maintain pre-established relationships with dealership management
• Assess dealership risk factors and identify risk mitigation strategies
• Prepare client-specific reports and presentations
• Identify opportunities and create a plan for addressing training needs for dealership staff
• Partner with Sales to help grow the CDK business with the client
• Identify and implement strategies for retaining “at risk” clients
• Develop a productive working relationship with Sr. CSMs
• Seek and listen to feedback; demonstrate a positive outlook on work
• Utilize Totango to document valued-added conversations & engagements with dealer partners

Qualifications

• High school 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 the automotive industry
• In-depth knowledge of variable dealership operations
• Experience with SalesForce
• High sense of urgency and ability to handle high stress interactions
• Strong communication skills with peers and clients
• Time management and completion of tasks to a definite deadline
• Ability to travel to client site

Preferred Skills & Qualifications

• BA/BS Preferred
• 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)

Compensation

$70,000 - $75,000 + bonus

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

Benefits

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