Customer Project / Program Manager (DealerTrack DMS)

The Customer Project/Program Manager is responsible for overseeing and coordinating installation and implementation teams to ensure successful project completion that meets client expectations and internal requirements. This role involves collaborating with the dealer group's Project Champion to align resources and team members, ensuring proper customization, system and software configuration, and consistent setups across multiple CAI brands (primarily DealerTrack DMS). Additionally, the Customer Project/Program Manager provides project status updates to stakeholders, identifies project risks, communicates potential impacts to timelines, and manages escalations.
What You'll Do

• Manage implementation and training timelines for various project types involving Dealertrack DMS and other CAI brand products.
• Facilitate the flow of information between dealers and internal teams to ensure a clear understanding of timelines, responsibilities, and expectations.
• Collect data and information from dealers in a timely and efficient manner.
• Prepare and communicate status reports on overall project progress to dealer stakeholders, managers, performance managers, and the training department.
• Proactively identify, manage, and communicate risks and issues.
• Ensure customer expectations are met throughout the implementation and training cycle.
• Serve as a liaison between departments, including communicating with Sales about projects with failure to launch risks, collaborating with Performance Management on client engagement, and coordinating with the Client Training team for training delivery, if applicable.
• Collaborate with leadership to achieve monthly activation budget goals.
• Utilize comprehensive knowledge of DMS and implementation processes to ensure successful project outcomes.

Travel:

• Up to 15% annually

Minimum Qualifications

• Bachelor's degree in a related discipline and 2 years experience in a related field. The right candidate could also have a different combination, such as a master's degree and up to 2 years experience; or 6 years experience in a related field with no degree.
• 2+ years of Dealer Management System (DMS) Implementation/Training experience.
• Demonstrated ability to manage multiple tasks and prioritize effectively.
• Strong knowledge of good customer service practices and project management.
• Customer-oriented and service-minded.
• Excellent time management, communication, and presentation skills.
• Proven ability to de-escalate clients through active listening and problem-solving practices.
• Ability to identify problems and initiate corrective and preventative actions.
• Demonstrated proof of meeting expected deliverables
• Ability to handle increasingly high volumes of work in a fast-paced environment in a calm manner.

Preferred Qualifications

• Bachelor's degree
• Project Management experience
• Experience with a Dealer Management System (DMS) such as CDK, Tekion, Reynolds & Reynolds, Automate, Autosoft, etc.

USD 65,500.00 - 98,300.00 per year
Compensation:
Compensation includes a base salary of $65,500.00 - $98,300.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Application Deadline: 09/13/2025