Sr. Customer Success Specialist - Fortellis

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.

Job Profile Summary 

The Sr. Customer Success Specialist is responsible for providing best in class customer service to Low Touch and Medium Touch clients through product, workflow and industry expertise. Assisting the client's dedicated CSM, The Sr. Customer Success Specialist's responsibility is to use strong product-specific knowledge to demonstrate the value of CDK products by answering advanced questions, providing value training to key stakeholders and analyzing customer needs at an advanced level across multiple products or workflows. 

Position Responsibilities & Essential functions

• Develops a productive working relationship with CSM team, partnering successfully to deliver best-in-class customer service to low and medium touch clients. Demonstrates subject matter expertise and can back up Lead CSSs based on need. Is seen as a key business partner with client's dedicated CSM, providing proactive product-specific expertise and identifying opportunities for both product adoption and business growth. Drives true value for customers
• Discuss and demonstrate Fortellis API functionality at an advanced level, using expertise to help guide newer team members in their growth towards expertise.  
• Provide customers with guidance, helping help them to achieve industry standards specific to their size, market or unique business needs, via live webinars with targeted content directly affecting customer engagement and satisfaction in current market conditions
• Set product understanding and utilization benchmarks  that are achievable & guide customers on best practices to meet those benchmarks based on understanding of the customers unique business operations as well as identifying add on products that will enhance the overall buying experience
• Complete client training, consultation, operational adjustments or best practice requests to drive additional value and utilization for CDK clients. Identify and advise on additional opportunities throughout client engagement to improve expansion propensity.
• Resolve advanced-level blockers, ensuring client is able to achieve visible value and utilization. Recommend best practices to ensure a process is added to routine sales and service processes
• Utilize opportunities to continue to growth and knowledge base on the CDK suite of products and dealership operations through L&P and cross CSS product training
• Utilize training resources and provide reference documentation to customer. Provide documented feedback to learning teams for new content creation
• Participate in and lead scaled webinars to customers. Collaborating with CSM Generalists in identifying how specific product utilization can positively impact the end to end consumer experience
• 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
• Work directly with Regional Managers to attain current automotive trends that are or would potentially impact the CDK suite of products as it relates to current usage
• Serve as an internal escalation point for other members of the team and handle escalations with an advanced level of information
• 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
• Mentors CSSs on best practices, teaching engagement as it pertains to solutions for client needs.
• Build Knowledge on Dealer usage and models of use of API’s for both internal applications and Data systems 
• Collaborate on scaled success tools to educate both CSM teams and Dealers on API Solutions