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Customer Success Manager - Tallahassee, United States - CDK Global
Description
Position Responsibilities & Essential functionsFields questions and direct clients to appropriate support resources.
Assists clients with defining their 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 with dealership management. Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor.
Assesses 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.
Partners with Sales to become a key asset in helping grow the CDK business with the client
Successfully identifies and implements 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
Qualifications
Minimum:
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
Knowledge of CDK applications and familiarity with automotive industry
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. Ability to work as a team member with limited supervision
Time management and completion of tasks to a definite deadline
Ability to travel to client site
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)
Education/Experience
Minimum:
high school diploma
Preferred:
BA/BS Preferred
3+ years of retail automotive experience preferred
Compensation:
$60,000 - $80,000
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.#J-18808-Ljbffr
