Sr Customer Success Manager - Truck- CANADA

CDK Global; London; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading provider in cloud-based software for the automotive industry is seeking a client services professional. This role involves managing client relationships, mentoring staff, and providing strategic insights to enhance client operations. The ideal candidate will be bilingual, have extensive experience in client services or sales, and possess a strong understanding of dealership operations. The position offers a dynamic work environment with opportunities for growth and development within the automotive technology space.

Qualifications

• Bilingual in English and French required.
• Minimum 5 years in client services or sales, preferably B2B.
• Ability to travel 50% of the time required.

Responsibilities

• Manage client relationships and identify growth opportunities.
• Develop presentations and reports to educate clients.
• Mentor junior staff and provide training on best practices.

Skills

Communication

Analytical skills

Organizational skills

Relationship management

Stress management

Education

High school diploma

BA / BS Preferred

Tools

SalesForce

Totango

Job description

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related ind us tries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end b us iness operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for c us tomers and improves their financial and operational performance.

Position Responsibilities & Essential functions

• Fields questions and direct clients to appropriate support resources. Assists clients with defining their strategy around CDK solutions : working with customers to ensure they understand CDK's products and how best to utilize them for their individual needs and goals
• Maintains pre-established relationships and assists in building / creating new relationships with dealership management. Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor.
• Assesses dealership risk factors, identifies risk mitigation strategies to ensure continued success of CDK applications and new layered application opportunities. Works with Sales and Marketing to create prospecting opportunities.
• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization. Identifies trends to help create solutions for identified gaps using analytics
• Identifies opportunities, creating a plan for addressing training needs for dealership staff. Makes recommendations and assists client with industry best practices and solutions.
• Is seen as a key business partner with Sales, helping to grow the CDK business by proactively identifying opportunities to grow our business with the client. Drives true value for customers.
• Successfully identifies and implements strategies for retaining “at risk” clients
• Develops a productive working relationship with Lead CSMs; leaning in and assisting where needed. Demonstrates subject matter expertise on best practices and can backup Lead CSMs based on need. Mentors CSMs on best practices, teaching engagement as it pertains to solutions for client needs.
• Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers. Mentors and trains junior staff on risk mitigation strategies, client recommendations and best practices
• Utilizes Totango to document valued-added conversations & engagements with dealer partners

Qualifications

• Bi-Lingual is a MUST (English & French)
• Minimum 5 years of client services, marketing or sales experience. B2B or outside sales or account management in a similar industry.
• Ability to travel - 50%
• Ability to work and influence across all levels of the dealership
• Knowledge of CDK applications, business strategy, and familiarity with automotive industry
• In-depth knowledge of variable dealership operations or in training dealer staff on software applications and process
• Proficient in using SalesForce (CX platform as a bonus)
• High sense of urgency. Handles high stress interactions and situations and is able to de-escalate appropriately using empathy
• Strong communication skills with peers as well as clients, both oral as well as written. Ability to work as a team members.
• Take ownership for clients and oversee resolution while handling all aspects of client and internal communication
• Ability to travel to client site
• Analytical, organizational and time management skills

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

Education / Experience

• high school diploma

Preferred :

• BA / BS Preferred
• 5+ years of retail automotive experience preferred