Scaled Customer Success Manager

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CDK Global

WebsiteLinkedInAll Job Openings

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

5001 - 10000

Description

•The Scaled Customer Success Manager drives client adoption, expansion, renewal and overall satisfaction through scaled plays and programs •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 •Assess dealership risk factors, identifies scaled risk mitigation strategies to ensure continued success of CDK applications and new layered application opportunities •Advocate for the needs of our customers to other teams within CDK •Partner with Sales, Product, Marketing and other CDK teams to become a key asset in helping grow the CDK business with the client •Successfully identify and implement strategies for retaining “at risk” clients •Drive engagement and monitor CDK's community platform •Seek and listen to feedback •Demonstrate a positive outlook on work •Provide recognition to peers •Utilize Totango to document valued-added conversations & engagements with dealer partners

Requirements

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

Benefits

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