United States onlyField Based Position - Must reside near a Major Airport in MST Time Zone
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 Sr. Customer Success Specialist is responsible for providing best in class customer service to our clients through product, workflow and industry expertise. The Sr. Customer Success Specialist's responsibility is to use strong product-specific knowledge to demonstrate the value of CDK products by answering advanced questions, providing value training to key stakeholders and analyzing customer needs at an advanced level across multiple products or workflows.
Responsibilities
Develops a productive working relationship with CSM team, partnering successfully to deliver best-in-class customer service to 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 a advanced level. Compare product reporting to demonstrate improvement ratios with increased utilization
Provide customers with guidance, assisting with 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 growth and knowledge 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. Collaborating 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
Stay current with 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
Ideal experience is some one that worked at the dealerships in Fixed Operations or implementing/supporting CDK products with in the last 3 years
Minimum 60% Travel is Required.
Qualifications
Minimum of 5 years of retail automotive experience required.
Subject Matter expertise with CDK Parts, Service, CDK Service and CDK Inspect applications are required.
Extensive experience Dealers processes and workflows
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 operation
Associate’s Degree or equivalent experience
Preferred Qualifications
5 years of Dealerships experience preferred
Understanding of CDK's org structure, solutions, implementation and service models
Some automotive knowledge (Areas of the dealership and Dealer workflows)
BA/BS preferred
Physical Requirements
Operate Computer Hardware and Other Office Equipment: Constantly
Repetitive Motion: Frequently
Position and Move Items: Frequently
Physical Demands: Up to 15 pounds
Remain in a Stationary Position: Frequently
Move About: Frequently
Adjust Posture for Movement: Frequently
Ascend and Descend: Occasionally
Observe or Inspect Details: Frequently
Communicate Information and Ideas so that Others will Understand: Frequently
Exposure to Outdoor Weather Conditions: Occasionally
Detects Auditory Cues: Frequently
Exposure to Confined Spaces: Occasionally
Operate a Vehicle Safely: Occasionally
Ability to Navigate Airports, Transportation, and/or Other Travel Related Tasks: Frequently
Salary Range: $81,000 to $93,000
*Non-discrimination clause
The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.
CDK retains the right to change or assign other duties to this position as needed.
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.
