Customer Success Manager

Position Responsibilities & Essential functions

• Fields questions and directs 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 with customer management. Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor.

• Assesses client risk factors, identifies risk mitigation strategies to ensure continued success of CDK applications/services and new layered opportunities.

• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client's organization.

• Identifies opportunities, creating a plan for addressing needs of clients.

• Partners with Sales to become a key asset in helping grow the CDK business with the client

• Successfully identifies and implements strategies for retaining "at risk" clients

• Develops a productive working relationship with Lead CSMs; occasionally assists Lead CSMs where needed.

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

• Provides project or program level support for Customer migrations across platforms

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

Qualifications

Minimum:

• Minimum 4 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 client

• Knowledge of CDK applications, services, and familiarity with automotive industry

• Knowledge of variable dealership operations or in training dealer and/or client staff on software applications and process

• Experience with SalesForce

• 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 member with limited supervision

• Time management and completion of tasks to a definite deadline

• Ability to travel to client site

Preferred:

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

• SaaS experience preferred but not required

• Experience using a CX platform

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

Education/Experience

Minimum:

• High school diploma

Preferred:

• BA/BS Preferred

• 3+ years of retail automotive experience preferred

Compensation: $65,000 - $85,000

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 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 to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.