Sr. Customer Success Manager

Field Based Position - Must Reside near a Major Airport (EST or CST)

Summary:

The Sr Customer Success Manager is responsible for client satisfaction and success. By interacting with assigned dealerships the Sr 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 & defection. The customer success manager will also be responsible for identifying and nurturing additional revenue opportunities in partnership with sales.

Responsibilities:

• 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 and assists in building/creating new 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. Works with Sales and Marketing to create prospecting opportunities

• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization. Identifies trends to help create solutions for identified gaps using analytics

• Identifies opportunities, creating a plan for addressing training needs for dealership staff. Makes recommendations and assists client with industry best practices and solutions

• Is seen as a key business partner with Sales, helping to grow the CDK business by proactively identifying opportunities to grow our business with the client. Drives true value for customers

• Successfully identifies and implements strategies for retaining “at risk” clients

• Develops a productive working relationship with Lead CSMs; leaning in and assisting where needed. Demonstrates subject matter expertise on best practices and can backup Lead CSMs based on need. Mentors CSMs on best practices, teaching engagement as it pertains to solutions for client needs

• Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers. Mentors and trains junior staff on risk mitigation strategies, client recommendations and best practices

• Utilizes Totango to document valued-added conversations & engagements with dealer partners

• Minimum 25-50% travel per month (One to 2 Weeks per month)

Qualifications:

• Minimum 5 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, business strategy, and familiarity with automotive industry

• In-depth knowledge of variable dealership operations or in training dealer staff on software applications and process

• Proficient in using SalesForce  (CX platform as a bonus)

• 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 members.

• Take ownership for clients and oversee resolution while handling all aspects of client and internal communication

• Ability to travel to client site

• Analytical, organizational and time management skills.

• High school diploma

Preferred Qualifications:

• 5+ years of retail automotive experience preferred

• Understanding of CDK's org structure, solutions, implementation and service models

• SaaS experience preferred but not required

• Experience using a CX platform

• Some knowledge of automotive areas (Front-End, parts and service, and Accounting), Dealership workflows, and technology industries preferred

• BA/BS Preferred

Salary Range: $75,000 - $95,000

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 in