Customer Success Specialist Fixed Operations

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 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 low touch clients. Partners with client's dedicated CSM to provide product-specific expertise in an effort to grow CDK product adoption.

• Discuss and demonstrate CDK product functionality and industry insights at a basic level, specifically Fixed Operations.

• Provide customers with guidance, helping help them to achieve basic industry standards

• Follow established parts and service application utilization benchmarks that are achievable & guide customers on best practices to meet those benchmarks

• Complete client training, consultation, operational adjustment or best practice requests to drive additional value and utilization for CDK clients

• Escalate blockers to Customer Care, ensuring client is able to achieve visible value and utilization

• Utilize opportunities to continue growth and knowledge base on the CDK suite of products.

• Utilize training resources and provide reference documentation to customer

• Participate in digital success webinars to customers

• 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

• Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers.

Qualifications

• Minimum of 3 years of retail automotive experience required.

• High sense of urgency. Handles high stress interactions and situations and is able to de-escalate appropriately using empathy

• Extensive experience in dealers fixed operations processes and workflows.

• Ability to work and influence both internal and external stakeholders

• Ability to work as a team member with limited supervision

• Outstanding customer service skills

• Organization and prioritizations skills

• 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

• Strong communication skills with peers as well as clients, both oral as well as written.

• 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.

• Ability to travel up to 25%.

Preferred Qualifications

• 3+ years of Dealerships experience preferred

• Extensive experience Dealers processes and workflows

• Understanding of CDK's org structure, solutions, implementation and service models

• BA/BS preferred

Salary Range: $65,500 to $82,000

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.

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.