Sr. Customer Success Manager

Field Based Position - Must Reside near a Major Airport

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

Position 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