Customer Success Specialist - Modern Retail

January 16

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CDK Global

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CDK Global is a leading provider of dealership software solutions serving nearly 15,000 dealer locations across the globe. The company empowers automotive and heavy truck dealers with advanced tools and technology to enhance both sales and service operations. With over 50 years of experience, CDK Global offers a comprehensive suite of products including Dealer Management Systems, Customer Relationship Management software, Digital Retail solutions, and Finance & Insurance tools. The company focuses on creating seamless and integrated solutions to improve trust, streamline operations, and boost profits for its clients in the automotive and heavy truck sectors. CDK Global also emphasizes the utilization of artificial intelligence to transform the automotive retail experience by offering insights and intelligence through its unified solution portal.

CRM • Digital Retail • Fixed Operations • IT Solutions • Data & Intelligence

5001 - 10000 employees

Founded 1972

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• Develops a productive working relationship with CSM team, partnering successfully to deliver best-in-class customer service to low and medium touch clients. • Demonstrates subject matter expertise and can back up Lead CSSs based on need. • Is seen as a key business partner with client's dedicated CSM, providing proactive product-specific expertise and identifying opportunities for both product adoption and business growth. • Drives true value for customers. • Discuss and demonstrate CDK product functionality and industry insights at an advanced level. • Compare product reporting to demonstrate improvement ratios with increased utilization. • Provide customers with guidance, helping them to achieve industry standards specific to their size, market or unique business needs, via live webinars with targeted content directly affecting customer engagement and satisfaction in current market conditions. • Set product understanding and utilization benchmarks that are achievable & guide customers on best practices to meet those benchmarks based on understanding of the customers unique business operations as well as identifying add-on products that will enhance the overall buying experience. • Complete client training, consultation, operational adjustments or best practice requests to drive additional value and utilization for CDK clients. • Identify and advise on additional opportunities throughout client engagement to improve expansion propensity. • Resolve advanced-level blockers, ensuring client is able to achieve visible value and utilization. • Recommend best practices to ensure a process is added to routine sales and service processes. • Utilize opportunities to continue to growth and knowledge base on the CDK suite of products and dealership operations through L&P and cross CSS product training. • Utilize training resources and provide reference documentation to customer. • Provide documented feedback to learning teams for new content creation. • Participate in and lead scaled webinars to customers. • Collaborate with CSM Generalists in identifying how specific product utilization can positively impact the end-to-end consumer experience. • Ensure a high level of consistent documentation of dealer engagements relating to improved performance as a result of targeted training, new product expansion, and issue resolution. • Work directly with Regional Managers to attain current automotive trends that are or would potentially impact the CDK suite of products as it relates to current usage. • Serve as an internal escalation point for other members of the team and handle escalations with an advanced level of information. • 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 practices. • Mentors CSSs on best practices, teaching engagement as it pertains to solutions for client needs.

🎯 Requirements

• 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 • High sense of urgency • Handles high stress interactions and situations and is able to de-escalate appropriately using empathy • Time management and completion of tasks to a definite deadline • Ability to work and influence both internal and external stakeholders • Outstanding customer service skills • Organization and prioritizations skills • Effective at engaging and articulating value with emphasis on promoting adoption and expansion • Good relationship and collaboration skills to engage senior and executive level dealership associates • Advanced familiarity with dealership systems and operations • Knowledge of CDK applications and familiarity with automotive industry • Travel up to 70%

🏖️ Benefits

• Medical, dental, and vision benefits • Paid Time Off (PTO) • 401K Matching Program • Tuition Reimbursement