Sr Customer Success Manager

Responsibilities & Essential Functions

• Partners with Sales to define and identify success outcomes and KPIs from an OEM/ISV customer point of view for their assigned projects or initiatives. Develops a roadmap to deliver these success outcomes and target KPIs.
• Fields questions and direct clients to appropriate support resources. Assists OEMs/ISV customers with defining project/initiative strategy around CDK solutions: working with customers to ensure they understand CDK's products and how best to utilize them for their individual needs and goals.
• Maintains pre-established relationships and assists in building/creating new relationships with OEM/ISV management. Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor. 
• Assesses risk factors, identifies risk mitigation strategies to ensure continued success of CDK applications and new layered application opportunities. Works with Sales and Marketing to create prospecting opportunities. 
• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization. Contributes and presents content in Strategic Business Reviews. Identifies trends to help create solutions for identified gaps using analytics.
• Identifies opportunities, creating a plan for addressing training needs for OEM/ISV staff. Makes recommendations and assists client with industry best practices and solutions. 
• Is seen as a key business partner with Sales, helping to grow the CDK business by proactively identifying opportunities to grow our business with the client. Drives true value for customers. 
• Successfully identifies and implements strategies for retaining “at risk” clients.
• Develops a productive working relationship with Lead CSMs; leaning in and assisting where needed. Demonstrates subject matter expertise on best practices and can backup Lead CSMs based on need. Mentors CSMs on best practices, teaching engagement as it pertains to solutions for client needs. 
• 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.
• Utilizes Totango to document valued-added conversations & engagements with OEM/ISV partners.
• Follow all CDK Global policies and procedures 
• Complete all mandatory assigned compliance tasks and acknowledgements 
• Meet or exceed all performance expectations 
• Travel up to 15% of the time  

Required Job Skills & Qualifications

• Minimum 5 years of client services, marketing or sales experience. B2B or outside sales or account management in a similar industry.   
• Ability to work and influence across all levels of the OEM/ISV
• Knowledge of CDK applications, business strategy, and automotive industry 
• In-depth knowledge of variable dealership operations or in training dealer staff on software applications and process 
• Proficient in using SalesForce  (CX platform as a bonus) 
• High sense of urgency. Handles high stress interactions and situations and is able to de-escalate appropriately using empathy 
• Strong communication skills with peers as well as clients, both oral as well as written. Ability to mentor team members. 
• Take ownership for clients and oversee resolution while handling all aspects of client and internal communication 
• Ability to travel to client site up to 15% of the time
• Analytical, organizational and time management skills 
• Highschool Diploma 
• Valid Driver’s License/travel documents(if applicable) 

Preferred Skills & Qualifications

• BA/BS Preferred 
• 5+ years of automotive experience preferred 
• Understanding of CDK's org structure, solutions, implementation and service models 
• SaaS experience preferred but not required 
• Experience using Totango 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: Occasionally

• Adjust Posture for Movement: Occasionally

• 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: Occasionally

• Exposure to Confined Spaces: Occasionally

• Operate a Vehicle Safely: Frequently

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

*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

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.