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Implementation Specialist

3 months ago

Hoffman Estates, United States CDK Global Full time

Summary:
In this role, you’ll be the driving force behind our customer’s onsite implementation experience. You will be involved in all stages of our implementation process and will influence the dealer’s system utilization and their satisfaction with our tools and services. You will pe responsible to effectively and efficiently install CDK Solutions to our customers working as a key member of the installation team and to train all customers’ users virtually and/or on-site.

Work experience in more than one retail area is a plus. Experience with other DMS software is an advantage. Consultants resolve issues and/or escalate accordingly; employing CDK Global implementation processes and procedures. Y

You must be able to work in a fast paced environment, love to travel, have a passion for training, a keen attention to detail and exceptional customer service skills. Becoming a Subject Matter Expert in this field is encouraged. Must work well independently and need mínimal supervision. You have a thorough understanding on at least one CDK Global workflow. You are regarded as an associate that can manage a lead role on projects.

**Responsibilities**:

- Successfully consults, installs and trains customers on CDK Global solutions. Have a complete understanding of the products trained within the assigned workflow (i.e. parts, service, accounting, sales)
- Queries customer to determine what functionality and configuration will satisfy the customer’s business needs, and make appropriate recommendations
- Is Proficient at verifying and validating predetermined setup configurations and conversion data to ensure accuracy.
- Conducts status meetings with key customer personnel to review and discuss any open issues such as; software incompatibilities related to their internal workflows, functionality gaps, product change requests, and recap any process changes implemented at the dealership level. An action plan to address open issues should be discussed and finalized with the client during this meeting.
- Thoroughly completes daily trip reports to document project status to key project stakeholders.
- Facilitates work in process activities to begin training process and insure client go-live readiness.
- Monitors customer trainee progress and meets regularly to review and set goals with regard to training objectives.
- Takes initiative to keep up to date and proficient on products, processes and industry utilizing available learning resources.
- Responds to participant questions and elaborates on training content using knowledge of products, business processes, and roles and responsibilities.
- Applies adult learning theory to adapt delivery to learning styles of participants.
- Applies facilitation skills to manage group and individual dynamics to maintain an appropriate learning environment and ensure that the objectives of the training are met.
- Demonstrates ability to act as a mentor and help to train new associates or associates new to a product set.
- Monitors and documents associate trainee progress
- Compliments on-site leadership efforts by directing focus on impactful project specific milestones and deliverables, improving customer experience and overall project quality.
- Performs other related duties as assigned.
- Flexible to non-standard working conditions, including standing and walking

**Qualifications**
- 4 or more years of Retail Automotive experience
- Retail Automotive Management Experience is required
- CDK Retail experience is required
- Retail Experience in additional CDK Work Flows is preferred
- Formal Training experience is encouraged
- CDK Retail certification in primary Work Flow is preferred
- CDK Retail certification in core Work Flow Add Ons is encouraged
- CDK Retail certification in additional Work Flows is encouraged
- Trainer Performance Surveys scores are within acceptable range or above
- Is requested as a Trainer on key training installations
- Valid Passport for North American, Canada and Caribbean travel
- Associates Degree or equivalent knowledge/experience Must have a valid driver's license and eligible to rent a car
- Ability to train
- Ability to problem solve
- Ability to resolve conflict
- Ability to work independently
- Ability to confidently make decisions
- Ability to plan
- Ability to influence
- Ability to communicate
- Ability to adapt
- Ability to help customers manage change
- Ability to display empathy
- Ability to perform basic math functions
- Ability to manage time

Salary Range: $70,000 - $74,000

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 P