Customer Success Software Manager

3 weeks ago

Austin, Texas, United States CDK Global Full time

Job Description:

We are seeking a highly skilled Senior System Administrator to join our team at CDK Global. This is an exceptional opportunity for an experienced professional to leverage their expertise in customer success software and lead the development, customization, and administration of our Totango/Catalyst platform.

The ideal candidate will have extensive experience in software administration, preferably with Totango/Catalyst or similar platforms. Strong knowledge of data management, automation, and change management principles is essential. The selected individual will be responsible for managing user setup, roles, permissions, and access levels within the platform, as well as ensuring that data is accurately captured, maintained, and leveraged across the platform.

A strong analytical and problem-solving ability, along with excellent communication and interpersonal skills, is required for this role. The successful candidate will also possess exceptional project management skills, including the ability to manage multiple projects simultaneously.

The estimated salary range for this position is $90,000 - $105,000 per annum, which may include annual performance bonus, benefits, and other applicable incentive compensation plans.

Key Responsibilities:

  • Platform Customization and Development: Lead the ongoing development and customization of the Totango/Catalyst platform, including creating custom dashboards, automation rules, health scores, and workflows that align with business needs.
  • User Management: Manage user setup, roles, permissions, and access levels within Totango/Catalyst, ensuring the platform is secure and users have the appropriate access to perform their jobs effectively.
  • Data Management: Understand the data architecture within Totango/Catalyst, including data modeling, import/export processes, and data quality management.
  • Automation and Process Optimization: Design and implement automated processes to streamline workflows, improve efficiency, and ensure consistency in customer success operations.
  • Health Score Configuration: Develop and maintain health score metrics within Totango/Catalyst to effectively monitor and manage customer health.
  • Account Hierarchy and Management: Understand and manage the account hierarchy within Totango/Catalyst, ensuring the platform reflects the organization's structure.
  • Reporting and Dashboards: Build and maintain custom reports and dashboards that provide actionable insights to the Customer Success team and other stakeholders.
  • System Integrations: Provide insights on system integrations between Totango/Catalyst and other platforms, such as Salesforce.
  • Platform Maintenance: Perform regular system audits, upgrades, and maintenance tasks to ensure the Totango/Catalyst platform remains up-to-date, secure, and optimized for performance.
  • Training and Support: Provide training and support to end-users to ensure they are effectively utilizing the platform.
  • Vendor Management: Act as a liaison with Totango/Catalyst and other third-party vendors, managing platform support, troubleshooting, and escalations as needed.

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