Customer Success Specialist - Modern Retail

Field-based role; must reside near a major airport.

About the role

The Customer Success Specialist provides best-in-class customer service to clients through product, workflow, and industry expertise. Partnering with the client’s dedicated Customer Success Manager (CSM), this role uses product-specific knowledge to demonstrate the value of CDK products and deliver solutions to clients’ operational needs.

Responsibilities

• Develop a productive working relationship with the CSM team to deliver best-in-class customer service to low-touch clients.
• Partner with the client’s dedicated CSM to provide product-specific expertise and grow CDK product adoption.
• Discuss and demonstrate CDK product functionality and industry insights at a basic level.
• Provide customers with guidance to help them achieve basic industry standards.
• Follow established product understanding and utilization benchmarks, guiding customers on best practices to meet them.
• Complete client training, consultation, operational adjustments, or best-practice requests to drive additional value and utilization for CDK clients.
• Escalate blockers to Customer Care to ensure clients achieve visible value and utilization.
• Utilize opportunities to expand knowledge of the CDK suite of products.
• Provide reference documentation and training resources to customers.
• Participate in scaled webinars for customers.
• Ensure consistent documentation of dealer engagements related to improved performance from targeted training, new product expansion, and issue resolution.
• Seek and listen to feedback, demonstrate a positive outlook, and provide recognition to peers.

Requirements

• Strong communication skills (oral and written) with peers and clients.
• High sense of urgency; ability to handle high-stress interactions and de-escalate using empathy.
• Time management and ability to meet deadlines.
• Ability to work and influence both internal and external stakeholders.
• Outstanding customer service skills.
• Strong organization and prioritization skills.
• Effective at engaging and articulating value.
• Good relationship and collaboration skills to engage senior-level dealership associates.
• Familiarity with dealership systems and operations.
• Strong understanding of at least one CDK product suite.
• Associate’s Degree or equivalent experience.
• Minimum of 3 years of experience in the auto industry.
• Travel up to 80%.

Preferred Qualifications

• 3+ years of retail automotive experience.
• Bilingual (Spanish) proficiency.
• Familiarity with CDK’s organizational structure, solutions, implementation, and service models.
• Knowledge of automotive dealership areas and workflows.
• BA/BS degree.

Pay

Salary range: $65,500 – $83,500. Compensation packages are based on skills, experience, certifications, and work location. The total package may also include an annual performance bonus and other incentive compensation plans.

Benefits

• Medical, dental, and vision benefits.
• Paid Time Off (PTO).
• 401K matching program.
• Tuition reimbursement.