Sr Customer Success Manager

Posted 5 Days Ago
Be an Early Applicant
North Carolina
90K-120K Annually
Senior level
Artificial Intelligence • Machine Learning • Software
We transform the way retail and automotive brands use their data while also transforming ourselves.
The Role
As a Sr Customer Success Manager, you will enhance client relationships by assisting with their strategies around CDK solutions, providing reports and presentations, identifying training needs, and mentoring junior staff. You will work closely with Sales to promote growth while managing at-risk clients and utilizing Totango for tracking client engagement.
Summary Generated by Built In

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.

Position Responsibilities & Essential functions

  • 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

Qualifications

Minimum:

  • 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 peers as well as clients, both oral as well as written. Ability to work as a team members.
  • Take ownership for clients and oversee resolution while handling all aspects of client and internal communication
  • Ability to travel to client site
  • Analytical, organizational and time management skills

Preferred:

  • Understanding of CDK's org structure, solutions, implementation and service models
  • SaaS experience preferred but not required
  • Experience using a CX platform
  • Some knowledge of automotive areas (Front-End, parts and service, and Accounting), Dealership workflows, and technology industries preferred

Education/Experience

Minimum:

  • high school diploma

Preferred:

  • BA/BS Preferred
  • 5+ years of retail automotive experience preferred

Compensation: $90,000 - $120,000

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.

Top Skills

Salesforce
The Company
HQ: Austin, TX
9,000 Employees
On-site Workplace
Year Founded: 2006

What We Do

We’re Neuron at CDK Global. We use artificial intelligence and machine learning to produce predictive data insights for dealers and automakers. We’re committed to helping dealers connect and serve their customer base while growing their businesses in the way they envision.

After the acquisition of Square Root on February 1st, our enterprise software, CoEFFICIENT®, is further breaking through organizational silos, uncovers each dealership's unique needs, and helps achieve business goals to improve customer experiences.

Why Work With Us

Our culture is at the core of everything we do. As we grow, we’re not only looking to hire the best and brightest, but we’re also looking for people who share our values of Own It, Stay Curious, Be Open and Create Possibilities. We pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different

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