Customer Success Manager

This is a fully remote position, open to applicants in Illinois, +3 more states.

📋 Description

• Oversee client satisfaction and success for designated dealerships

• Comprehend customer business requirements and extract value from CDK solutions

• Enhance the adoption and usage of CDK products

• Foster client engagement and reduce churn

• Discover and cultivate additional revenue opportunities in collaboration with Sales

• Address client inquiries and guide them to the appropriate support resources

• Assist customers in formulating strategies for utilizing CDK solutions in line with their objectives and needs

• Sustain relationships with dealership management and act as a trusted advisor

• Evaluate dealership risk factors and determine mitigation strategies

• Create client-specific reports and presentations to inform clients and stimulate growth

• Recognize opportunities and develop plans to meet dealership staff training requirements

• Collaborate with Sales to expand the CDK business with clients

• Formulate and execute retention strategies for clients at risk

• Establish productive relationships with Senior Customer Success Managers and provide assistance as required

• Utilize Totango to log value-added discussions and engagements with dealer partners

⛳️ Requirements

• At least 4 years of experience in client services, marketing, or sales

• B2B or outside sales or account management experience in a similar field

• Capability to operate and influence at all levels within the dealership

• Understanding of CDK applications and knowledge of the automotive industry

• Comprehensive knowledge of variable dealership operations or experience in training dealer staff on software applications and processes

• Familiarity with SalesForce

• Competence in managing high-stress interactions and de-escalating situations using empathy

• Excellent oral and written communication skills

• Ability to function as a team member with minimal supervision

• Strong time management skills and ability to meet deadlines

• Willingness to travel to client sites

• Preference for familiarity with CDK's organizational structure, solutions, implementation, and service models

• SaaS experience preferred, but not mandatory

• Experience utilizing a CX platform is a plus

• Some knowledge of the automotive industry preferred

• High school diploma required

• BA/BS degree preferred

• Over 3 years of retail automotive experience preferred

• Must reside in a Midwestern state and be open to travel as necessary

• Must be legally authorized to work in the United States without current or future employment-based visa sponsorship

🏝️ Benefits

• Annual performance bonus

• Medical benefits

• Dental benefits

• Vision benefits

• Paid Time Off (PTO)

• 401K Matching Program

• Tuition Reimbursement

• Reasonable accommodations for employees with disabilities, when requested and applicable