Customer Success Manager

Field Based Position – Must reside near a Major Airports

To be considered for this role, candidates must reside in one of the states:
Massachusetts, New Jersey, New York or Connecticut

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.

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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

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

• 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

• Follow all CDK Global policies and procedures

• Complete all mandatory assigned compliance tasks and acknowledgements

• Travel 50% – 75% of the time

• 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 Sales Force

• 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

• Experience with Salesforce

• Able to Travel up to 50% to 75%

• Valid Driver’s License/travel documents(if applicable)

• 3+ years of retail automotive experience preferred

• Familiarity with CDK’s org structure, solutions, implementation…