Sr Customer Success Manager

Role Description

This role involves working closely with clients to define their strategy around CDK solutions and ensuring they understand how to utilize CDK's products effectively.

• Fields questions and directs clients to appropriate support resources.
• Maintains pre-established relationships and assists in building new relationships with dealership management.
• Demonstrates expertise in CDK products, establishing a reputation as a trusted advisor.
• Assesses dealership risk factors and identifies risk mitigation strategies.
• Works with Sales and Marketing to create prospecting opportunities.
• Prepares client-specific reports and presentations for education and growth.
• Identifies trends and creates solutions for identified gaps using analytics.
• Identifies opportunities and addresses training needs for dealership staff.
• Makes recommendations and assists clients with industry best practices and solutions.
• Drives true value for customers and identifies strategies for retaining “at risk” clients.
• Develops productive working relationships with Lead CSMs and assists where needed.
• Mentors CSMs on best practices and engages in solutions for client needs.
• Seeks and listens to feedback, demonstrating a positive outlook on work.
• Provides recognition to peers and mentors junior staff on risk mitigation strategies.
• Utilizes Totango to document valued-added conversations & engagements with dealer partners.

Qualifications

• Minimum 5 years of client services, marketing, or sales experience.
• B2B or outside sales or account management in a similar industry.
• Ability to travel - 50%.
• Ability to work and influence across all levels of the dealership.
• Knowledge of CDK applications, business strategy, and familiarity with the automotive industry.
• In-depth knowledge of variable dealership operations or training dealer staff on software applications and processes.
• Proficient in using SalesForce (CX platform as a bonus).
• High sense of urgency and ability to handle high-stress interactions.
• Strong communication skills with peers and clients, both oral and written.
• Ability to work as a team member and take ownership of clients.
• Analytical, organizational, and time management skills.

Requirements

• Understanding of CDK's org structure, solutions, implementation, and service models.
• SaaS experience preferred but not required.
• Experience using a CX platform.
• Some knowledge of automotive areas (Front-End, parts and service, and Accounting), dealership workflows, and technology industries preferred.

Benefits

• Medical, dental, and vision benefits.
• Paid Time Off (PTO).
• 401K Matching Program.
• Tuition Reimbursement.