Customer Success Professional
7 days ago
We are seeking an experienced Sr. Customer Success Manager to join our team at CDK Global Inc.
About the Role:
- This field-based position requires residing near a major airport (EST or CST)
Sr. Customer Success Manager Responsibilities:
- Interact with assigned dealerships to understand business needs and drive CDK solution value
- Maximize adoption and utilization of CDK products, helping customers achieve value, driving client engagement, and minimizing churn & defection
- Identify and nurture additional revenue opportunities in partnership with sales
- Field questions and direct clients to appropriate support resources, assisting with strategy definition around CDK solutions
- Maintain pre-established relationships and build/creates new relationships with dealership management, demonstrating expertise in CDK products and establishing a reputation as a trusted advisor
- Assess dealership risk factors, identify risk mitigation strategies, and work with Sales and Marketing to create prospecting opportunities
- Prepare client-specific reports and presentations for educating and driving growth in the client's organization, identifying trends to help create solutions for identified gaps using analytics
- Identify opportunities, creating plans for addressing training needs for dealership staff, making recommendations, and assisting clients with industry best practices and solutions
- Be seen as a key business partner with Sales, helping grow the CDK business by proactively identifying opportunities to grow business with the client, driving true value for customers
- Successfully identify and implement strategies for retaining 'at-risk' clients
- Develop productive working relationships with Lead CSMs, mentoring junior staff on risk mitigation strategies, client recommendations, and best practices
- Utilize Totango to document valued-added conversations and engagements with dealer partners
Requirements:
- 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 the automotive industry
- In-depth knowledge of variable dealership operations or training dealer staff on software applications and process
- Proficient in using Salesforce (CX platform as a bonus)
- High sense of urgency, handling high-stress interactions and situations, and ability to de-escalate appropriately using empathy
- Strong communication skills with peers and clients, both oral and written
- Able to take ownership for clients and oversee resolution while handling all aspects of client and internal communication
- Able to travel to client sites
Preferred Qualifications:
- 5+ years of retail automotive experience 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
Compensation and Benefits:
- $75,000 - $95,000 annual salary range
- Medical, dental, and vision benefits
- Paid Time Off (PTO)
- 401K Matching Program
- Tuition Reimbursement
EQUAL OPPORTUNITY EMPLOYER:
CDK Global is 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, results of genetic testing, service in the military, veteran status, or any other category protected by law.
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