Sr Manager, Customer Success

This role is open to candidates in the midwest or south - must live in territory

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

Position Summary

The Sr. Manager, Customer Success is responsible for driving the success, loyalty and retention for our customers by managing the relationship between the customer, the Regional RGMs, DOS and the Baseline sales teams to ensure customer retention and satisfaction.

Position Responsibilities

· Directly manages Regional Managers and/or Customer Success Managers. Performs evaluations, delivers feedback, prescribes solutions and monitors progress on KPIs. Understand teams and employee’s case loads to assist where needed. Works to maximize the team's efficiency, productivity, and performance. Steps in on complex cases, as escalated from the team. Manages to metrics and takes actions based on results. Provides support to all team members and ensures alignment across greater team.

· Ensure team is adhering to all CDK processes, policies, and values. Regular and consistent demonstration of CDK’s values; specifically, “Own It”. Regularly communicating with Regional Managers and Sr. Managers to ensure demonstration and alignment across greater team. Monitors regular performance, ensuring goal setting, and team check-ins are consistent and reciprocal. Meets with HR regularly to monitor team KPIs and metrics. Ensure Peakon communications are up to date as well as boosting Spotlight acknowledgements by RM's.

· Responsible for the care and wellbeing of team members without sacrificing business objectives. Responsible for managing and planning the day-to-day activities of the team as well as drive Customer Success initiatives across the regions, baseline, and national accounts. Responsible for establishment and follow-through of goals and objectives for department.

· Regularly communicate expectations and context for decisions made across teams. Ensures team is aware of greater organizational changes and priorities. Cascades leadership and greater business priorities, prescribing next steps and execution strategies for the team. Ensures the team understands expectations and the why behind them. Supports all team leaders in communication across teams: Create plan and assist in execution. Provide additional level of leadership in supporting RM's and Sr. RMs in company initiatives that require change to ensure full support and adoption internally to maximize employee productivity

· Utilizes performance management tool to track team improvement; conduct scheduled team meetings and individual one-on-ones with employees. Supports professional growth with ongoing and consistent feedback. Responsible for writing individual performance reviews. Strong understanding of “pay for performance” culture. Partners with HRBP, VP and Leadership

team on calibration exercise at year-end, makes knowledgeable and supported recommendations for team.

· Leads cross-functional teams and initiatives to drive customer success. Responsible for managing the relationship between the customer, the Regional RGMs, DOS and the Baseline sales teams to ensure customer retention and satisfaction. Conducts regular check-ins with RMs and CSMs, ensuring teams are in alignment with greater team strategy.

· Accountable for results in the areas of customer retention, expense controls, customer satisfaction rating (NPS), account revenue growth and the team’s personal growth and development planning. Proposes improvements to the Customer Success team’s organizational structure by defining segmentation of customer portfolio, as appropriate

· Partners with Sales Operations, Implementation, Support, and Consulting in the development and utilization of SalesForce.com as the single source of truth for customer data, scheduling, reporting, accountability and results. Ensures consistent documentation and utilization of Totango, working with RMs and CSMs to troubleshoot any software issues for the team.

· Responsible for collaborating with all CDK internal teams including the Performance management teams