Sr Customer Success Specialist - Fixed Operations

TechAlliance of Southwestern Ontario, London Economic Development Corporation; Illinois; Hybrid; USD 81,000 - 100,000; Full time

Job summary

A leading company in the automotive industry is seeking a Sr Customer Success Specialist to provide world-class customer service to dealership clients. This key role involves demonstrating product value, assisting with client training, and developing strong business partnerships. Ideal candidates will have significant dealership experience and strong communication skills, ensuring client satisfaction and product utilization.

Benefits

Paid Time Off (PTO)

401K Matching Program

Tuition Reimbursement

Qualifications

• 7 years minimum experience in Dealerships required.
• Strong communication skills, both oral and written.
• High sense of urgency and outstanding customer service skills.

Responsibilities

• Develop productive working relationships with CSM team and clients.
• Provide guidance to achieve industry standards via webinars.
• Resolve advanced-level blockers to ensure client value.

Skills

Customer Service

Communication

Time Management

Organization

Relationship Building

Training

Education

Associate’s Degree or equivalent experience

Job description

Sr Customer Success Specialist - Fixed Operations page is loaded

Sr Customer Success Specialist - Fixed Operations

Apply locations Remote, USA time type Full time posted on Posted 30+ Days Ago job requisition id JR7703

Field Based Position - Must reside near a Major Airport

About US

CDK Global 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. Visitwww.cdkglobal.com

AtCDK Global, we are focused on connections that allow us to deliver world-class software, support, and data insights. Our values define who we are and how we show up for each other, our customers, and our communities. Our values: StayCurious,OwnIt, BeOpen, CreatePossibilities.

Summary

The Sr. Customer Success Specialist is responsible for providing best in class customer service to Low Touch and Medium Touch clients through product, workflow and industry expertise. Assisting the client's dedicated CSM, The Sr. Customer Success Specialist's responsibility is to use strong product-specific knowledge to demonstrate the value of CDK products by answering advanced questions, providing value training to key stakeholders and analyzing customer needs at an advanced level across multiple products or workflows.

Responsibilities

• Develops a productive working relationship with CSM team, partnering successfully to deliver best-in-class customer service to low and medium touch clients. Demonstrates subject matter expertise and can back up Lead CSSs based on need. Is seen as a key business partner with client's dedicated CSM, providing proactive product-specific expertise and identifying opportunities for both product adoption and business growth. Drives true value for customers.

• Discuss and demonstrate CDK product functionality and industry insights at a advanced level. Compare product reporting to demonstrate improvement ratios with increased utilization.

• Provide customers with guidance, helping help them to achieve industry standards specific to their size, market or unique business needs, via live webinars with targeted content directly affecting customer engagement and satisfaction in current market conditions

• Set product understanding and utilization benchmarks that are achievable & guide customers on best practices to meet those benchmarks based on understanding of the customers unique business operations as well as identifying add on products that will enhance the overall buying experience

• Complete client training, consultation, operational adjustments or best practice requests to drive additional value and utilization for CDK clients. Identify and advise on additional opportunities throughout client engagement to improve expansion propensity.

• Resolve advanced-level blockers, ensuring client is able to achieve visible value and utilization. Recommend best practices to ensure a process is added to routine sales and service processes

• Utilize opportunities to continue to growth and knowledge base on the CDK suite of products and dealership operations through L&P and cross CSS product training

• Utilize training resources and provide reference documentation to customer. Provide documented feedback to learning teams for new content creation

• Participate in and lead scaled webinars to customers. Collaborating with CSM Generalists in identifying how specific product utilization can positively impact the end to end consumer experience

• 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

• Stay current with automotive trends that are or would potentially impact the CDK suite of products as it relates to current usage

• Serve as an internal escalation point for other members of the team and handle escalations with an advanced level of information

• 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

• Mentors CSSs on best practices, teaching engagement as it pertains to solutions for client needs.

• Ideal experience is some one that worked at the dealerships in Fixed Operations or implementing/supporting CDK products with in the last 3 years.

• Minimum 50% Travel is Required.

Qualifications

• 7 years minimum experience in Dealerships experience required

• Subject Matter expertise with CDK Parts, Service and CDK Inspect applications are required.

• Extensive experience Dealers processes and workflows

• 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

• 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 with emphasis on promoting adoption and expansion

• Good relationship and collaboration skills to engage senior and executive level dealership associates

• Advanced familiarity with dealership systems and operation

• Associate’s Degree or equivalent experience

Preferred

• Understanding of CDK's org structure, solutions, implementation and service models

• BA/BS preferred

• 5+ years of retail automotive experience preferred

Salary Ranges: $ 81,450.00 - $100,000

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.We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)

• 401K Matching Program

• Tuition Reimbursement

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 for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.

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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