Sr Mgr., Customer Success
CDK

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.

Position Responsibilities & Essential functions

• Directly manages Customer Success Specialists. Performs evaluations, delivers feedback, prescribes solutions and monitors progress on KPIs. Understand teams and employee's case loads to assist where needed. Works to maximize the team's efficiency, productivity and performance. Steps in on complex cases, as escalated from the team. Manages to metrics and takes actions based on results. Provides support to team and ensures alignment across greater team.
• Ensure team is adhering to all CDK processes, policies, and values. Regular and consistent demonstration of CDK's values; specifically, "Own It". Regularly communicating with CS to ensure demonstration and alignment across greater team. Monitors regular performance, ensuring goal setting, and team check-ins are consistent and reciprocal. Meets with HR regularly to monitor team KPIs. Ensure Peakon communications are up to date as well as boosting Spotlight acknowledgements by RM's. Coordinates action plans on Peakon focus areas with Director and disseminates with Managers
• Responsible for the care and wellbeing of team members without sacrificing business objectives. Responsible for managing and planning the day-to-day activities of the team as well as drive Customer Success initiatives across the regions.
• Regularly communicate expectations and context for decisions made across teams: Ensure CSSs understand expectations and the why behind them. Support communication efforts across the team. Create plan and assist in execution. Provide additional level of leadership in supporting company initiatives that require change to ensure full support and adoption internally to maximize employee productivity
• Utilizes performance management tool to track team improvement; conduct scheduled team meetings and individual one-on-ones with employees. Supports professional growth with ongoing and consistent feedback. Responsible for writing individual performance reviews. Strong understanding of "pay for performance" culture. Partner with Leadership team on calibration exercise at year-end, makes knowledgeable and supported recommendations for team.
• Responsible for managing the relationship between the customer and all other internal teams of CDK accounts of a specified region to ensure customer retention, satisfaction and growth of CDK's clients. Conducts regular check-ins with ASEs & CSM teams.
• Accountable for results in the areas of customer retention, expense controls, customer satisfaction rating (NPS), account revenue growth and the team's personal growth and development planning.
• Participates in the development and utilization of SalesForce.com as the single source of truth for customer data, scheduling, reporting, accountability and results. Ensures tools utilization by CSS team for documenting dealer engagements and ensures utilization by Managers as oversight with team for all CS activities.
• Collaborates with the Implementation, Consulting, Performance management, Product, IT and all operational teams as it relates to overall success of our customers. Has deep knowledge of the pipeline & installation dates. Coordinates CSS coverage with managers.
• Manages escalations from direct reports and follows a methodical escalation process to execs as well as executing a follow up process that ensures all parties are aware of the most recent updates.
• Identifies opportunities for continuous improvement, driving true value for customers. Promotes the continuous improvement mindset as a key characteristic for the Customer Success team. Determines how to define, drive, and demonstrate the value (ROI) delivered from the CS team.
• Acts as the Subject Matter Expert on best practices in change management. Promotes CSS understanding of our customers' business and their objectives, establishing a relationship of a strategic business partner.
• Executes strategy and demonstrates the value (ROI) delivered from all accounts account segment levels team. Exhibits the ability to identify core client pain points advising on best course of action for path to resolution that maximizes efficient and expeditious success while simultaneously minimizing costs and company resources
• Aligns with Sales on renewal and up-sell strategy and focus on managing the customer journey with a retention and growth focus. Gives feedback to Sales and Marketing and product on prospecting approach
• Responsible for key metrics for the all-account segment levels team including account renewal rates, gross dollar renewal rate, up-sell dollars, product adoption/utilization metrics, resource deployment, NPS, employee NPS / team member satisfaction; Executes against the financial model for the Customer Success team, including projections of costs and new hires, and forecasts of renewal and upsell rates
• Recruits, mentors, grooms and inspires the Customer Success Team by Building a pipeline of great candidates, establishing a rigorous interview process, setting expectations on performance and provides constructive feedback, setting up training and mentoring to grow team, creating a culture of massive customer satisfaction, communicating and motivating to drive performance.
• Achieves operational excellence across book of business, delivering exceptional service to clients and demonstrating proactive communication by utilizing data and metrics.
• Owns each part of the customer journey. Gathers feedback from client and relays feedback to CS team to improve customer experience. Helps foster company-wide culture of Customer Success.
• Exhibits the ability to identify core client pain points advising on best course of action for path to resolution that maximizes efficient and expeditious success while simultaneously minimizing costs and company resources
• Proactively seeks additional resources to provide a more streamlined path to client growth that more closely aligns with skill development across RM's to build leadership and mentorship.

Qualifications

Minimum:

• Minimum 5 years of experience with people management
• Experience in Sales including post-sales. Ability to interact and engage all levels of the CDK Customer's organization.
• Exceptionally strong customer service and conflict resolution skills. Focus on quality in customer experience.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Direct engagement with customers to promote stronger partnership both remote and on-site as needed.
• Strong empathy for customers and passion for revenue and growth working alongside the client to overcome current challenges paving the way for expansion
• Deep understanding of value drivers in recurring revenue business models
• Experience working in a team-oriented collaborative environment. Portrays a professional persona with internal and external clients. Is seen as a thought leader within department and cross-functionally.
• Analytical and process-oriented mindset
• Strong communication and presentation skills, taking the lead in client engagements in a multi-personnel environment.
• Travel requirements: up to 50%
• Ability to think strategically, innovate, and make sense of complicated situations. Strong problem-solving skills.

Preferred:

• Knowledge of CDK's business strategy, operational workings of CDK, product offerings and automotive industry. Understanding of CDK org structure, solutions, implementation and service models
• Ability to effectively manage multiple workflows and secure the desired objectives

Education/Experience

Minimum:

• Bachelor's Degree or equivalent experience in related field with a strong focus in business management or equivalent minor
• Minimum 7 years of experience in customer-facing organization

Preferred:

• Automotive industry experience is preferred. Knowledge of all automotive areas (Front-End, parts and service, Accounting and modern retail), Dealership workflows, and technology industries is preferred.

Compensation: $146,000 - $189,000

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.

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