Customer Success Specialist - Modern Retail

CDK Global, LLC; Maryland; Hybrid; USD 65,500 - 83,500; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Paid Time Off

401K Matching Program

Tuition Reimbursement

Job summary

CDK Global is seeking a Customer Success Specialist for a field-based role, requiring residence near a major airport. The role focuses on delivering best-in-class customer service, leveraging CDK product knowledge to demonstrate value and drive adoption.

Responsibilities include partnering with the CSM team, conducting client training, guiding customers on best practices, and maintaining thorough documentation of engagements. Travel up to 80% is required.

Qualifications

• Associate’s Degree or equivalent experience.
• Minimum 3 or more years of experience in Auto industry.
• Travel up to 80%
• Strong communication and customer service skills.

Responsibilities

• Develops a productive working relationship with CSM team, partnering successfully to deliver best-in-class customer service to low touch clients.
• Partners with client's dedicated CSM to provide product-specific expertise in an effort to grow CDK product adoption.
• Discuss and demonstrate CDK product functionality and industry insights at a basic level
• Provide customers with guidance, helping them to achieve basic industry standards
• Follow established product understanding and utilization benchmarks that are achievable & guide customers on best practices to meet those benchmarks
• Complete client training, consultation, operational adjustment or best practice requests to drive additional value and utilization for CDK clients
• Escalate blockers to Customer Care, ensuring client is able to achieve visible value and utilization
• Utilize opportunities to continue growth and knowledge base on the CDK suite of products.
• Utilize training resources and provide reference documentation to customer
• Participate in scaled webinars to customers
• Ensure a high level of consistent documentation of dealer engagements relating to improved performance as a result of targeted training, new product expansion, and issue resolution
• Seeks and listens to feedback.
• Demonstrates a positive outlook on work.
• Provides recognition to peers.

Skills

Communication skills

Urgency

De-escalation

Time management

Stakeholder influence

Customer service

Organization

Value articulation

Relationship building

CDK product knowledge

Education

Associate’s Degree or equivalent experience

Tools

CDK product suites

Job description

Field Based Position - Must reside near a Major Airport

Position Summary

The Customer Success Specialist is responsible for providing best in class customer service to clients through product, workflow and industry expertise. Assisting the client's dedicated CSM, The Customer Success Specialist's responsibility is to use product-specific knowledge to demonstrate the value of CDK products by providing customers with solutions to their operational needs.

Responsibilities

• Develops a productive working relationship with CSM team, partnering successfully to deliver best-in-class customer service to low touch clients.
• Partners with client's dedicated CSM to provide product-specific expertise in an effort to grow CDK product adoption.
• Discuss and demonstrate CDK product functionality and industry insights at a basic level
• Provide customers with guidance, helping help them to achieve basic industry standards
• Follow established product understanding and utilization benchmarks that are achievable & guide customers on best practices to meet those benchmarks
• Complete client training, consultation, operational adjustment or best practice requests to drive additional value and utilization for CDK clients
• Escalate blockers to Customer Care, ensuring client is able to achieve visible value and utilization
• Utilize opportunities to continue growth and knowledge base on the CDK suite of products.
• Utilize training resources and provide reference documentation to customer
• Participate in scaled webinars to customers
• Ensure a high level of consistent documentation of dealer engagements relating to improved performance as a result of targeted training, new product expansion, and issue resolution
• Seeks and listens to feedback.
• Demonstrates a positive outlook on work.
• Provides recognition to peers.

Qualifications

• Strong communication skills with peers as well as clients, both oral as well as written.
• High sense of urgency.
• Handles high stress interactions and situations and is able to de-escalate appropriately using empathy
• Time management and completion of tasks to a definite deadline
• Ability to work and influence both internal and external stakeholders
• Outstanding customer service skills
• Organization and prioritizations skills
• Effective at engaging and articulating value
• Good relationship and collaboration skills to engage senior level dealership associates
• Familiarity with dealership systems and operations
• Strong understanding of one CDK product suites
• Associate’s Degree or equivalent experience
• Minimum 3 or more years of experience in Auto industry.
• Travel up to 80%

Preferred Qualifications

• 3+ years of retail automotive experience preferred
• Bilingual (Spanish) proficiency preferred
• Familiarity with CDK's org structure, solutions, implementation and service models
• Some automotive knowledge (Areas of the dealership and Dealer workflows)
• BA/BS preferred

Salary Range

Salary Range: $65,500 - $83,500

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

Employer Commitment

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.

About CDK

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