Sr. Customer Success Specialist - Fortellis

Position Responsibilities & Essential functions

• 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 Fortellis API functionality at an advanced level, using expertise to help guide newer team members in their growth towards expertise.  
• 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
• Work directly with Regional Managers to attain current 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.
• Build Knowledge on Dealer usage and models of use of API’s for both internal applications and Data systems 
• Collaborate on scaled success tools to educate both CSM teams and Dealers on API Solutions 

Qualifications

Minimum:

• 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
• Sales engineer or technical client engagement history

Preferred:

• Understanding of CDK's org structure, solutions, implementation and service models
• Some automotive knowledge (Areas of the dealership and Dealer workflows)
• API technical support or sales engineering 

Education/Experience

Minimum:

• Associate’s Degree or equivalent experience
• 5+ years minimum experience

Preferred:

• BA/BS preferred
• 5+ years of retail automotive experience preferred

Salary Range: $90,000 - $105,000 + bonus

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.