Lead Customer Success Manager

Field Based Position - Must reside near a Major Airport

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 Lead Customer Success Manager is responsible for client satisfaction and success for CDK’s National Accounts program. The Lead Customer Success Manager interacts with assigned dealerships to understand the business needs of the customer in order to assist with driving the CDK solution value. They will strive to maximize adoption and utilization of CDK products, driving client engagement. This role is responsible for managing the relationship between the customer, the Regional Customer Success Directors, Regional RGMs, DOS, and the national sales teams. The customer success manager will also be responsible for identifying and nurturing additional revenue opportunities in partnership with sales.

Responsibilities

• Partners with the National CSMs, Regional VP’s, National Account Directors and others by conducting on-site visits with CDK National clients with focus on accounting to improve efficiency, assists with best practices, improves Net Promoter score and assists the client as an Automotive industry and CDK Product Expert. 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

• Builds/creates relationships with dealership management. Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor. Responsible for managing the relationship between the customer, the Regional Customer Success Directors, Regional RGMs, DOS and the sales teams of CDK’s National Accounts to ensure customer retention and satisfaction

• Assesses dealership risk factors, identifies risk mitigation strategies to ensure continued success of CDK applications and new layered application opportunities. Works with Sales and Marketing to create prospecting opportunities. Gives feedback to Sales and Marketing on prospecting approach.  Executes strategy and demonstrate the value (ROI) delivered from the National Account team

• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization. Identifies trends to help create solutions for identified gaps using analytics. Actively participates as a stakeholder in the development and utilization of Totango, SalesForce.com as the single source of truth for customer data, scheduling, reporting, accountability and results.

• Identifies opportunities, creating a plan for addressing training needs for dealership staff. Makes recommendations and assists client with industry best practices and solutions. Coordinates additional training and follows up with dealership as needed. Collaborates with the Implementation, Consulting, and the Success specialist teams as it relates to overall success of our customers.

• Is seen as a key business partner with Sales, helping to grow the CDK business by proactively identifying opportunities to grow our business with the client. Aligns with Sales on renewal and up-sell strategy, focusing on growth and retention within the customer journey. Drives true value for customers

• Assigned to "at risk" customers to determine a course of action to turn around and retain business. Successfully identifies and implements strategies for retaining “at risk” clients

• Demonstrates a productive and mentoring relationship with both CSMs and Senior CSMS across the team; leaning in and assisting where needed. Acts as a subject matter expertise on best practices and change management.  Mentors Sr. CSMs on best practices, teaching engagement as it pertains to solutions for client needs. Promotes the continuous improvement mindset as a key characteristic for the Customer Success team

• Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers. Mentors and trains junior staff on risk mitigation strategies, client recommendations and best practice. Identifies opportunities for continuous improvement, working with peers to deliver improvement and growth across the team.

• Manages and executes the transition and customer journey Post Installation Transition Team (PITT) handoff. Ensures smart hand-off of new sales opportunities.  Utilizes Totango to document valued-added conversations & engagements with dealer partners

Qualifications

• Minimum 6 years of client services, marketing, sales and Customer Success experience. B2B or outside sales or account management in a similar industry. 

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

• Experience with CDK applications, business strategy, operational workings of CDK CRM, Digital Retail, CDK Services and DM product offerings is required.

• In-depth knowledge of variable and fixed operations dealership operations or in training dealer staff on software applications and process. Deep understanding of value drivers in recurring revenue business models

• Proficient in using SalesForce and a CX platform

• 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. Strong internal drive and initiative to grow self and team members. Ability to manage influence through persuasion, negotiation, and consensus building

• Ability to work and influence across all levels of the dealership. Take ownership for clients and oversee resolution while handling all aspects of client and internal communication.

• Analytical and process-oriented mindset

• Analytical, organizational and time management skills

• Excellent communication and presentation skills

• Up to 50% Travel

Preferred Qualifications

• 7+ years of retail automotive experience preferred

• Deep understanding of CDK's org structure, solutions, implementation and service models

• SaaS experience strongly preferred

• Experience using Totango preferred

• Strong knowledge of all automotive areas (Front-End, parts and service, and Accounting), Dealership workflows, and technology industries strongly preferred

• BA/BS or equivalent experience

Salary Range: $103,000 - $112,000

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location.  The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)

• 401K Matching Program

• Tuition Reimbursement

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US.  CDK may offer employer visa sponsorship to applicants.