Sr. Customer Success Manager

Position Responsibilities & Essential Functions

• Partners with Sales to define and identify success outcomes and KPIs from an OEM/ISV customer point of view. Develop a roadmap to deliver these success outcomes and target KPIs
• Assists OEM/ISV customers 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. Assists with best practices, improves Net Promoter score / CSAT and assists the client as an Automotive industry and CDK Product Expert. Fields questions and direct clients to appropriate support resources
• Builds/creates relationships with OEM/ISV management. Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor. Responsible for managing the relationship with the customer, Lead and Senior Success Managers, and the sales teams to ensure customer retention and satisfaction
• Assesses risk factors, identifies risk mitigation strategies to ensure continued success. Works with Sales and Marketing to create prospecting opportunities. Gives feedback to Sales and Marketing on prospecting approach. Executes strategy and demonstrate the value (ROI) delivered
• Prepares client specific reports and presentations to educate and drive success in the client's organization. Identifies trends to help create solutions for identified gaps using analytics. Actively participates as a stakeholder in the development and utilization of Totango, SalesForce.com as the single source of truth for customer data, scheduling, reporting, accountability and results
• Performance Suite and Live Vehicle Inventory: Coordinates training and follows up with OEM as needed. Collaborates with the Implementation, Consulting, and the Success specialist teams as it relates to overall success of our customers.
• 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. Aligns with Sales on renewal and up-sell strategy, focusing on growth and retention within the customer journey. Drives true value for customers
• Acts as a subject matter expert on best practices and change management. Identifies and shares best practices, and promotes the continuous improvement mindset as a key characteristic for the Customer Success team
• Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers. Identifies opportunities for continuous improvement, working with peers to deliver improvement and growth across the team.
• Manages and executes the transition and customer journey Post Installation Transition Team (PITT) handoff. Ensures smart hand-off of new sales opportunities. Utilizes Totango to document valued-added conversations & engagements with dealer partners

Qualifications

Minimum:

• Minimum 3 years of client services, product, marketing or sales experience. Ability to work and influence across all levels of the OEM/ISV leadership
• Knowledge and experience with Managed Data Services or API Services, business strategy, and SaaS product offerings
• Experience in managing client expectations, increasing client satisfaction, adoption, and growth.
• High sense of urgency. Handles high stress interactions and situations with ability to de-escalate appropriately using empathy
• Strong communication skills with peers as well as clients, both oral as well as written. Strong internal drive and initiative to grow self and team members. Ability to manage influence through persuasion, negotiation, and consensus building
• Take ownership of clients and oversee resolution while handling all aspects of client and internal communication. Analytical and process-oriented mindset.
• Performance Suite candidates: Experience working in software development or with engineers and technical teams throughout the software development process. Experience as a technical lead or data analyst is a plus.
• Up to 15% Travel
• Analytical, organizational and time management skills. Excellent communication and presentation skills

Preferred:

• B2B or data analysis in a similar industry
• Automotive industry experience including knowledge of dealership operations (front-end, parts, service, and accounting), dealership workflows, OEM/ISV operations, and value drivers in recurring revenue business models strongly preferred.
• Deep understanding of CDK's org structure, solutions, implementation, and service models. Knowledge of CDK Managed Data Services or API Services preferred
• SaaS experience strongly preferred
• Experience using Salesforce and Totango preferred

Education/Experience

Minimum:

• BA/BS or equivalent experience

Preferred:

• 2+ years of OEM/ISV automotive experience preferred

Compensation: $90,000 - $110,000

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.