Senior Customer Success Manager

1 day ago


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

We are seeking a highly skilled and experienced Senior Customer Success Manager to join our team at CDK Global. As a key member of our customer success team, you will be responsible for developing and implementing end-to-end scaled programs to drive customer success and growth.

Key Responsibilities
  • Program Development: Develop and implement comprehensive customer success programs to drive adoption, renewal, and expansion outcomes.
  • Product Knowledge: Familiarize yourself with the full suite of CDK products and business benefits to our customers, utilizing this knowledge to build scaled engagement strategies.
  • Expertise Development: Become an expert on new CDK products and enhancements to assist in scaling awareness and adoption.
  • Customer Engagement: Identify opportunities to increase new product awareness and adoption, and build and deliver webinars tailored to CDK customers.
  • Data Analysis: Utilize customer data to identify trends, creating targeted engagement campaigns for customers at different stages of their journey.
  • Risk Mitigation: Assess dealership risk factors and identify scaled risk mitigation strategies to ensure continued success of CDK applications.
  • Customer Advocacy: Advocate for customer needs to other teams within CDK.
  • Partnerships: Partner with Sales, Product, Marketing, and other CDK teams to drive business growth with clients.
  • Client Retention: Successfully identify and implement strategies for retaining at-risk clients.
  • Community Engagement: Drive engagement and monitor CDK's community platform.
  • Feedback and Recognition: Seek and listen to feedback, demonstrating a positive outlook and providing recognition to peers.
Requirements
  • Experience: Minimum 4 years of client services, marketing, or sales experience, with B2B or outside sales or account management experience in a similar industry.
  • Education: High school diploma, BA/BS preferred.
  • Industry Knowledge: 3+ years of retail automotive experience preferred.
  • Communication Skills: Ability to work and influence across all levels of the dealership, with strong communication skills and the ability to work as a team member with limited supervision.
  • Technical Skills: Experience with SalesForce and Customer Success tooling, such as Totango, and a high sense of urgency.
  • Analytical Skills: Excellent analytical skills to accurately assess and respond to customers at scale.
  • Automotive Knowledge: Familiarity with CDK's org structure, solutions, implementation, and service models, as well as some automotive knowledge.
Compensation and Benefits

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

Company Culture

At CDK Global, we believe in creating an inclusive workforce where everyone is valued. We are committed to fair and equitable compensation practices and are an Equal Opportunity Employer. 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, or any other category protected by law.



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