Position Summary
The Scaled Customer Success Manager drives client adoption, expansion, renewal and overall satisfaction through scaled plays and programs. Through deep understanding of the business needs of the customer, the Scaled Customer Success Manager will be tasked with helping build out and implement various scaled programs for all CDK customers. They will strive to maximize adoption and utilization of CDK products, increasing client engagement and minimizing churn & defection.
Position Responsibilities & Essential Functions
- Help develop and implement end-to-end scaled programs for onboarding, adoption, renewal and expansion outcomes
- Familiarize yourself with the full suite of CDK products, business benefits to our customers and utilize that knowledge to help build out scaled engagement strategies to drive success for our customers.
- Become an expert on new CDK products and enhancements to assist in scaling the awareness and adoption of these tools and features
- Identify opportunities to increase new product awareness and adoption, increase product utilization and overall product value. Build and deliver webinars tailored to those segments of CDK customers.
- Utilize customer data, to identify trends, that allow us to create targeted engagement campaigns for customers at different spots in their journey with us
- Assesses dealership risk factors, identifies scaled risk mitigation strategies to ensure continued success of CDK applications and new layered application opportunities
- Advocates for the needs of our customers to other teams within CDK
- Partners with Sales, Product, Marketing and other CDK teams to become a key asset in helping grow the CDK business with the client
- Successfully identifies and implements strategies for retaining “at risk” clients
- Drive engagement and monitor CDKs community platform
- 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 & Job Requirements
- Minimum 4 years of client services, marketing or sales experience. B2B or outside sales or account management in a similar industry.
- Highschool diploma, BA/BS Preferred
- 3+ years of retail automotive experience preferred
- Ability to work and influence across all levels of the dealership
- Knowledge of CDK applications and familiarity with automotive industry
- In-depth knowledge of variable dealership operations or in training dealer staff on software applications and process
- Experience with SalesForce and Customer Success tooling (Like Totango)
- 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
- Excellent analytical skills to accurately asses and respond to customers at scale
- Experience using scaled communications platforms
- Familiarity with CDK's org structure, solutions, implementation and service models
- Some automotive knowledge (Areas of the dealership and Dealer workflows)
Compensation: $69,000 - $85,000
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.
