Sr Customer Success Manager
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
This role involves working closely with clients to define their strategy around CDK solutions and ensuring they understand how to utilize CDK's products effectively.
Fields questions and directs clients to appropriate support resources.
Maintains pre-established relationships and assists in building new relationships with dealership management.
Demonstrates expertise in CDK products, establishing a reputation as a trusted advisor.
Assesses dealership risk factors and identifies risk mitigation strategies.
Works with Sales and Marketing to create prospecting opportunities.
Prepares client-specific reports and presentations for education and growth.
Identifies trends and creates solutions for identified gaps using analytics.
Identifies opportunities and addresses training needs for dealership staff.
Makes recommendations and assists clients with industry best practices and solutions.
Drives true value for customers and identifies strategies for retaining “at risk” clients.
Develops productive working relationships with Lead CSMs and assists where needed.
Mentors CSMs on best practices and engages in solutions for client needs.
Seeks and listens to feedback, demonstrating a positive outlook on work.
Provides recognition to peers and mentors junior staff on risk mitigation strategies.
Utilizes Totango to document valued-added conversations & engagements with dealer partners.
Qualifications
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 the automotive industry.
In-depth knowledge of variable dealership operations or training dealer staff on software applications and processes.
Proficient in using SalesForce (CX platform as a bonus).
High sense of urgency and ability to handle high-stress interactions.
Strong communication skills with peers and clients, both oral and written.
Ability to work as a team member and take ownership of clients.
Analytical, organizational, and time management skills.
Requirements
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.
Benefits
Medical, dental, and vision benefits.
Paid Time Off (PTO).
401K Matching Program.
Tuition Reimbursement.
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