Job description
Remote: This is a remote position requiring 50% travel
Position Summary
The Customer Success Manager is responsible for client satisfaction and success. By interacting with assigned dealerships the 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. The customer success manager will also be responsible for identifying and nurturing additional revenue opportunities in partnership with sales.
Responsibilities & Essential Functions
Follow all CDK Global policies and procedures
Complete all mandatory assigned compliance tasks and acknowledgements
Meet or exceed all performance expectations
Travel up to 50 % of the time
Drive up to 25% of the time
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 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
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 training needs for dealership staff.
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 Sr. CSMs; occasionally assists Sr. CSMs where needed.
Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers.
Utilizes Totango to document valued-added conversations & engagements with dealer partners
Required Job Skills & Qualifications
Highschool Diploma
Valid Driver’s License/travel documents(if applicable)
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 dealership
Knowledge of CDK applications and familiarity with automotive industry
In-depth knowledge of variable dealership operations or in training dealer 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 Skills & Qualifications
BA/BS Preferred
3+ years of automotive experience 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)
Compensation: $70,000 - $75,000 + bonus
Physical Requirements
Operate Computer Hardware and Other Office Equipment: Constantly
Repetitive Motion: Frequently
Position and Move Items: Frequently
Physical Demands: Up to 15 pounds
Remain in a Stationary Position: Frequently
Move About: Frequently
Adjust Posture for Movement: Frequently
Ascend and Descend: Occasionally
Observe or Inspect Details: Frequently
Communicate Information and Ideas so that Others will Understand: Frequently
Exposure to Outdoor Weather Conditions: Occasionally
Detects Auditory Cues: Frequently
Exposure to Confined Spaces: Occasionally
Operate a Vehicle Safely: Occasionally
Ability to Navigate Airports, Transportation, and/or Other Travel Related Tasks: Frequently
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 must be legally authorized to work in the United States without the need for current or future employment-based visa sponsorship.
The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. CDK retains the right to change or assign other duties to this position as needed.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.