Customer Success Manager

CDK Global, LLC; Hoffman Estates (IL); Remote; USD 70,000 - 75,000; Full time

Job summary

CDK Global, LLC is seeking a Customer Success Manager to ensure client satisfaction and maximize the value of CDK solutions for assigned dealerships. You will work to drive adoption, engagement, and revenue opportunities while reducing churn, partnering closely with Sales.

The role requires strong communication, the ability to influence across dealership levels, and familiarity with CDK products. Travel up to 50% is expected for client sites and training.

Qualifications

• 4+ years in client services, marketing or sales.
• Experience in B2B or outside sales/account management in a similar industry.
• Ability to influence across dealership levels.
• Knowledge of CDK applications and automotive industry familiarity.
• Experience training dealership staff on software and processes.
• Proficiency with Salesforce.
• Strong written and verbal communication skills.

Responsibilities

• Assist clients in defining strategies around CDK solutions to maximize adoption.
• Maintain relationships with dealership management.
• Demonstrate CDK product expertise and act as trusted advisor.
• Identify risk factors and mitigation strategies to ensure ongoing success.
• Prepare client-specific reports and presentations to drive growth.
• Collaborate with Sales to expand CDK business with clients.
• Retain at-risk clients and facilitate renewal opportunities.
• Document valued conversations and engagements in Totango.

Skills

Client services

B2B sales

Account management

CDK applications

SalesForce

De-escalation

Communication

Time management

Travel readiness

Education

High school diploma

BA/BS

Tools

SalesForce

Job description

Remote: This is a remote position requiring up to 50% travel. Candidates must reside in a Midwestern state and be willing to travel as needed.

Position Summary

The Customer Success Manager is responsible for client satisfaction and success. By interacting with assigned dealerships the Customer Success Manager will understand the business needs of the customer in order to assist with driving the CDK solution value. They will strive to maximize adoption and utilization of CDK products, help our customers achieve value, driving client engagement and minimizing churn. The customer success manager will also be responsible for identifying and nurturing additional revenue opportunities in partnership with sales.

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 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
• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization
• Identifies opportunities, creating a plan for addressing training needs for dealership staff.
• Partners with Sales to become a key asset in helping grow the CDK business with the client
• Successfully identifies and implements strategies for retaining “at risk” clients
• Develops a productive working relationship with Sr. CSMs; occasionally assists Sr. CSMs where needed.
• Seeks and listens to feedback.
• Demonstrates a positive outlook on work.
• Provides recognition to peers.
• Utilizes Totango to document valued-added conversations & engagements with dealer partners.

Qualification

• Minimum: Minimum 4 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 and familiarity with automotive industry.
• In-depth knowledge of variable dealership operations or in training dealer staff on software applications and process.
• Experience with SalesForce.
• 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 member with limited supervision.
• Time management and completion of tasks to a definite deadline.
• Ability to travel to client site.

Preferred

• Familiarity with CDK's org structure, solutions, implementation and service models.
• SaaS experience preferred but not required.
• Experience using a CX platform.
• Some automotive knowledge (Areas of the dealership and Dealer workflows).

Education/Experience

• Minimum: high school diploma.
• Preferred: BA/BS.
• Preferred 3+ years of retail automotive experience preferred.

Compensation

Compensation: $70,000 - $75,000 + bonus

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.

Benefits

• Medical, dental, and vision benefits in addition to:
• Paid Time Off (PTO)
• 401K Matching Program
• Tuition Reimbursement

Company Culture & Inclusion

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is 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.

Applicants must be legally authorized to work in the United States without the need for current or future employment-based visa sponsorship.

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

CDK retains the right to change or assign other duties to this position as needed.

Company Overview

CDK is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business 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 customers and improves their financial and operational performance.

Visit www.cdk.com