Senior Customer Success Manager – OEM

📋 Description

• Collaborates with Sales to establish and determine success outcomes and KPIs from the perspective of OEM/ISV customers for their designated projects or initiatives.

• Creates a strategic roadmap to achieve these success outcomes and target KPIs.

• Aids OEMs/ISV customers in formulating project/initiative strategies around CDK solutions, ensuring they comprehend CDK's products and how to leverage them for their unique needs and objectives.

• Addresses inquiries and directs clients to the appropriate support resources.

• Maintains existing relationships and helps to cultivate new connections with OEM/ISV management.

• Exhibits proficiency in CDK products, building a reputation as a trusted advisor.

• Evaluates risk factors and identifies risk mitigation strategies to guarantee ongoing success.

• Collaborates with Sales and Marketing to generate prospecting opportunities.

• Prepares client-specific reports and presentations aimed at educating and fostering growth within the client's organization.

• Contributes to and presents content during Strategic Business Reviews.

• Recognizes trends to formulate solutions for identified gaps through analytics.

• Identifies opportunities and develops plans to address training needs for OEM/ISV staff.

• Makes recommendations and assists clients with industry best practices and solutions.

• Acts as a vital business partner with Sales, proactively identifying avenues to expand the CDK business with clients.

• Delivers genuine value to customers.

• Effectively identifies and implements strategies for retaining projects/initiatives that are “at risk.”

• Cultivates a productive working relationship with Lead CSMs, providing support as needed.

• Mentors CSMs on best practices, guiding engagement concerning solutions for client needs.

• Actively seeks and considers feedback.

• Acknowledges the contributions of peers.

• Mentors and trains junior staff on risk mitigation strategies, client recommendations, and best practices.

• Utilizes Totango to document value-added conversations and engagements with ISV/OEM partners.

⛳️ Requirements

• BA/BS degree or equivalent experience.

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

• Background in B2B or outside sales or account management within a related industry.

• Ability to work effectively and influence stakeholders at all levels within the OEM/ISV.

• Familiarity with Managed Data Services or API Services, business strategy, and the automotive sector.

• Proven experience in managing client expectations and enhancing client satisfaction, adoption, and growth.

• Experience collaborating with engineers and technical teams throughout the software development lifecycle.

• Proficient in SalesForce (experience with Totango is a plus).

• Strong sense of urgency.

• Capable of managing high-stress interactions and situations, effectively de-escalating issues with empathy.

• Excellent communication skills, both oral and written, with peers and clients alike.

• Ability to mentor team members.

• Willingness to travel up to 15%.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Paid Time Off (PTO).

• 401K matching program.

• Tuition reimbursement.