Customer Success Manager - Returnship

Remote Position - USA 

The Path Forward Return to Work program at CDK Global is a 16- week paid Returnship for experienced professionals returning to the workforce after taking time off for caregiving. The program is open to anyone with at least 5 years of professional experience and has been out of the paid workforce for at least two years to focus on caring for a child or other dependent. If you meet these criteria, we welcome you to apply.  

At CDK Global we are excited to be part of the Path Forward program because we appreciate the skills you can offer, the perspective you provide, and the contributions you will make. This program offers you a chance to revamp your skills, update your resume with new experience, and make connections with other women and men transitioning back to the workforce. It also offers support through Path Forward, a nonprofit organization on a mission to empower people who’ve been focused on caregiving transition back to the paid workforce. 

About US 

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance. Visit www.cdkglobal.com 

At CDK Global, we are focused on connections that allow us to deliver world-class software, support, and data insights. Our values define who we are and how we show up for each other, our customers, and our communities.  Our values: Stay Curious, Own It, Be Open, Create Possibilities.

Position Summary 

The Customer Success Manager is responsible for client satisfaction and success, especially in the onboarding process. By interacting with our internal Implementation team and assigned dealerships, the Customer Success Manager will understand the business needs of the customer in order to assist with driving smooth, successful onboarding and the CDK solution value. They will strive to maximize client onboarding satisfaction, adoption and utilization of CDK products, help our customers achieve value, drive client engagement, and minimize churn. The customer success manager will also be responsible for identifying and nurturing additional revenue opportunities in partnership with sales. 

Job Description 

Position Responsibilities & Essential functions 

• Document the challenges in the client onboarding process, provide recommendations and implement them to improve the customer experience.  

• Fields questions and direct clients to appropriate support resources. Assists clients 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 

• Maintains pre-established relationships with dealership management. Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor. 

• Assesses dealership risk factors, identifies risk mitigation strategies to ensure continued success of CDK applications and new layered application opportunities 

• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization 

• Identifies opportunities, creating a plan for addressing training needs for dealership staff. 

• Partners with Sales to become a key asset in helping grow the CDK business with the client 

• Successfully identifies and implements strategies for retaining “at risk” clients 

• Develops a productive working relationship with Sr. CSMs; occasionally assists Sr. CSMs where needed. 

• Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers. 

• Utilizes Totango to document valued-added conversations & engagements with dealer partners 

Qualifications 

Minimum: 

• Minimum 4 years of client services, marketing, or sales experience. B2B or outside sales or account management in a similar industry.  

• Ability to work and influence across all levels of the dealership and internally 

• Knowledge of the automotive industry or familiarity with client services 

• Experience with SalesForce 

• High sense of urgency. Handles high stress interactions and situations and is able to de-escalate appropriately using empathy 

• Strong communication skills with peers as well as clients, both oral as well as written. Ability to work as a team member with limited supervision 

• Time management and completion of tasks to a definite deadline 

• Ability to travel to client site up to 25% of the time 

Preferred: 

• In-depth knowledge of variable dealership operations or in training dealer staff on software applications and process   

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

• SaaS experience preferred but not required 

• Experience using a CX platform 

• Some automotive knowledge (Areas of the dealership and Dealer workflows) 

Education/Experience 

Minimum:  

High School diploma 

Preferred:  

BA/BS Preferred 

3+ years of retail automotive experience preferred 

Compensation: $60,000 - $73,000