Customer Success Manager

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

• 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

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 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

• Fluent in French-Canadian Language

Preferred 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)

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

* Non-discrimination clause

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.