Customer Success Manager

2 days ago

Cincinnati, Ohio, United States CDK Global Full time
Job Summary

The Scaled Customer Success Manager is a key role at CDK Global, responsible for driving client adoption, expansion, renewal, and overall satisfaction through scaled plays and programs. This position requires a deep understanding of the business needs of the customer and the ability to develop and implement end-to-end scaled programs for onboarding, adoption, renewal, and expansion outcomes.

Key Responsibilities
  • Develop and implement scaled programs for client onboarding, adoption, renewal, and expansion
  • Familiarize yourself with the full suite of CDK products and business benefits to our customers
  • Become an expert on new CDK products and enhancements to assist in scaling awareness and adoption
  • Identify opportunities to increase new product awareness and adoption, increase product utilization, and overall product value
  • Utilize customer data to identify trends and create targeted engagement campaigns
  • Assess dealership risk factors and identify scaled risk mitigation strategies
  • Advocate for customer needs to other teams within CDK
  • Partner with Sales, Product, Marketing, and other CDK teams to grow the CDK business with the client
  • Successfully identify and implement strategies for retaining at-risk clients
  • Drive engagement and monitor the CDK community platform
Requirements
  • Minimum 4 years of client services, marketing, or sales experience
  • High school diploma, BA/BS preferred
  • 3+ years of retail automotive experience preferred
  • Ability to work and influence across all levels of the dealership
  • Knowledge of CDK applications and familiarity with the automotive industry
  • In-depth knowledge of variable dealership operations or training dealer staff on software applications and processes
  • Experience with SalesForce and Customer Success tooling (like Totango)
  • High sense of urgency
  • Handles high-stress interactions and situations and is able to de-escalate appropriately using empathy
  • Strong communication skills with peers and clients, both oral and written
  • Time management and completion of tasks to a definite deadline
  • Excellent analytical skills to accurately assess and respond to customers at scale
  • Experience using scaled communications platforms
  • Familiarity with CDK's org structure, solutions, implementation, and service models
  • Some automotive knowledge (areas of the dealership and dealer workflows)
Compensation and Benefits

CDK Global offers a competitive compensation package, including a salary range of $69,000 - $85,000, annual performance bonus, benefits, and/or other applicable incentive compensation plans. We also offer medical, dental, and vision benefits, paid time off (PTO), 401K matching program, and tuition reimbursement.

About CDK Global

CDK Global is committed to fair and equitable compensation practices. We believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers, and communities. We are 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.

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