Customer Success Specialist - Modern Retail

Remote Position - USA

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

Responsibilities

• Develops a productive working relationship with CSM team, partnering successfully to deliver best-in-class customer service to low touch clients. Partners with client's dedicated CSM to provide product-specific expertise in an effort to grow CDK product adoption.

• Discuss and demonstrate CDK product functionality and industry insights at a basic level

• Provide customers with guidance, helping help them to achieve basic industry standards

• Follow established product understanding and utilization benchmarks that are achievable & guide customers on best practices to meet those benchmarks

• Complete client training, consultation, operational adjustment or best practice requests to drive additional value and utilization for CDK clients

• Escalate blockers to Customer Care, ensuring client is able to achieve visible value and utilization

• Utilize opportunities to continue growth and  knowledge base on the CDK suite of products.

• Utilize training resources and provide reference documentation to customer

• Participate in scaled webinars to customers

• Ensure a high level of consistent documentation of dealer engagements relating to improved performance as a result of targeted training, new product expansion, and issue resolution

• Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers.

Qualifications

• Strong communication skills with peers as well as clients, both oral as well as written.

• High sense of urgency. Handles high stress interactions and situations and is able to de-escalate appropriately using empathy

• Time management and completion of tasks to a definite deadline

• Ability to work and influence both internal and external stakeholders

• Outstanding customer service skills

• Organization and prioritizations skills

• Effective at engaging and articulating  value

• Good relationship and collaboration skills to engage senior level dealership associates

• Familiarity with dealership systems and operations

• Associate’s Degree or equivalent experience

• 3+ years minimum experience

Preferred Qualifications

• Familiarity with CDK's org structure, solutions, implementation and service models

• Some automotive knowledge (Areas of the dealership and Dealer workflows)

• BA/BS preferred

• 3+ years of retail automotive experience preferred

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