Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Adhere to all policies and procedures set forth by CDK Global.

• Fulfill mandatory compliance tasks and acknowledgements as assigned.

• Achieve or surpass performance expectations.

• Travel up to 50% of the time and drive up to 25% of the time.

• Address inquiries and guide clients to the appropriate support resources.

• Assist customers in formulating strategies related to CDK solutions, ensuring optimal product adoption, utilization, and value.

• Build and maintain relationships with dealership management, acting as a trusted advisor.

• Evaluate dealership risk factors and propose mitigation strategies.

• Create client-specific reports and presentations to inform clients and promote organizational growth.

• Identify training requirements and develop plans for dealership personnel.

• Collaborate with Sales to enhance CDK business with clients.

• Develop and execute strategies aimed at retaining clients at risk.

• Foster productive working relationships with Senior Customer Success Managers and provide assistance as necessary.

• Actively seek and consider feedback while recognizing peers.

• Utilize Totango to document meaningful conversations and interactions with dealer partners.

⛳️ Requirements

• High School Diploma.

• Valid Driver’s License and travel documents (if applicable).

• At least 4 years of experience in client services, marketing, or sales, including B2B, outside sales, or account management in a related industry.

• Capability to work and influence at all levels within the dealership.

• Familiarity with CDK applications and the automotive industry.

• Comprehensive understanding of variable dealership operations or experience training dealership staff on software applications and processes.

• Proficiency with SalesForce.

• Ability to manage high-stress interactions and de-escalate situations effectively with empathy.

• Excellent oral and written communication skills.

• Capacity to work collaboratively as a team member with minimal supervision.

• Strong time management skills and the ability to meet specific deadlines.

• Willingness to travel to client sites.

• BA/BS degree preferred.

• At least 3 years of automotive experience preferred.

• Familiarity with CDK's organizational structure, solutions, implementation, and service models.

• Experience in SaaS is preferred but not required.

• Experience using a CX platform.

• Some knowledge of the automotive sector, including dealership components and workflows.

• 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, where applicable.