Customer Success Manager

About the role

To be considered for this role, you must reside near a major airport in one of the following locations: Southeastern states: Georgia, North Carolina, South Carolina.

Job Summary

The Customer Success Manager is responsible for client satisfaction and success. By interacting with assigned dealerships, the 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, drive client engagement and minimize churn.

Responsibilities

• Follow all CDK Global policies and procedures
• Complete all mandatory assigned compliance tasks and acknowledgments
• Meet or exceed all performance expectations
• Fields questions and direct clients to appropriate support resources
• Affords clients with defining their strategy around CDK solutions
• Maintains pre-established relationships with dealership management
• Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor
• Affords dealership risk factors, identifies risk mitigation strategies to ensure continued success of CDK applications and new layered application opportunities
• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization
• Identifies opportunities, creating a plan for addressing training needs for dealership staff
• Pairs with Sales to become a key asset in helping grow the CDK business with the client
• Succeeds in identifying and implementing strategies for retaining “at risk” clients
• Develops a productive working relationship with Sr. CSMs; occasionally assists Sr. CSMs where needed
• Seeks and listens to feedback
• Demonstrates a positive outlook on work
• Provides recognition to peers
• Utilizes Totango to document valued-added conversations & engagements with dealer partners
• Travels 75% of the time

Qualifications

• Minimum 4 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 dealership
• In-depth knowledge of variable dealership operations or in training dealer staff on software applications and process
• Experience with SalesForce
• 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
• Able to work as a team member with limited supervision
• Time management and completion of tasks to a definite deadline
• Able to travel up to 75%
• Valid Driver’s License/travel documents(if applicable)

Preferred Qualifications

• 3+ years of automotive experience preferred
• Familiarity with CDK's org structure, solutions, implementation and service models
• SaaS experience preferred but not required
• Experience using a CX platform
• 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
• Remain in a Stationary Position: Frequently
• Move About: 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

$80,000