Field Based Position - Must reside near a Major Airport in CST Time Zone

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. Visit

At  CDK 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: Stay  Curious ,  Own  It, Be  Open , Create  Possibilities

Job Summary

The Sr Customer Success Manager is responsible for client satisfaction and success. By interacting with assigned dealerships the Sr 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 & defection. The customer success manager will also be responsible for identifying and nurturing additional revenue opportunities in partnership with sales.

Responsibilities

Develops a productive working relationship with CSM team, partnering successfully to deliver best-in-class customer service to 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, assisting with helping 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 growth and knowledge 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.

Minimum 60% Travel is Required.

​ Qualifications

5 years minimum experience in Dealership experience required

Ideal experience is some one that worked at the dealerships in Variable Operations or implementing/supporting CDK products within the last 3 years

Subject Matter expertise with CDK Drive F&I and Sales

Management, eSign, eContracting, MVP (Menu Vantage Platinum)

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 operations

Knowledge of CDK applications and familiarity with automotive industry

Associate’s Degree or equivalent experience

Preferred:

5+ years of retail automotive experience preferred

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

Some automotive knowledge (Areas of the dealership and Dealer workflows ​

BA/BS preferred

Physical Requirements

Operate Computer Hardware and Other Office Equipment: Constantly

Repetitive Motion: Frequently

Position and Move Items: Frequently

Physical Demands: Up to 15 pounds

Remain in a Stationary Position:  Frequently

Move About: Frequently

Adjust Posture for Movement: Frequently

Ascend and Descend: Occasionally

Observe or Inspect Details: Frequently

Communicate Information and Ideas so that Others will Understand: Frequently

Exposure to Outdoor Weather Conditions: Occasionally

Detects Auditory Cues: Frequently

Exposure to Confined Spaces: Occasionally

Operate a Vehicle Safely: Occasionally

Ability to Navigate Airports, Transportation, and/or Other Travel Related Tasks: Frequently

Salary Range: $81,000 to $93,000

*Non-discrimination clause 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.​

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