Senior Customer Success Manager – OEM

🕒 May 12

🌵 Arizona, California, +9 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🥔 Idaho – Remote 🦬 Montana – Remote 🎰 Nevada – Remote 🌶️ New Mexico – Remote 🌲 Oregon – Remote ⛷️ Utah – Remote ☕ Washington – Remote 🦬 Wyoming – Remote

💵 $90k - $115k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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CDK Global

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1972

☁️ SaaS

🤖 Artificial Intelligence

Automotive • SaaS • Artificial Intelligence

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.

📋 Description

• Partners with Sales to define and identify success outcomes and KPIs from an OEM/ISV customer point of view for their assigned projects or initiatives • Develops a roadmap to deliver these success outcomes and target KPIs • Assists OEMs/ISV customers with defining project/initiative strategy around CDK solutions: working with customers to ensure they understand CDK's products and how best to utilize them for their individual needs and goals • Fields questions and directs clients to appropriate support resources • Maintains pre-established relationships and assists in building/creating new relationships with OEM/ISV management • Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor • Assesses risk factors, identifies risk mitigation strategies to ensure continued success • Works with Sales and Marketing to create prospecting opportunities • Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization • Contributes and presents content in Strategic Business Reviews • Identifies trends to help create solutions for identified gaps using analytics • Identifies opportunities, creating a plan for addressing training needs for OEM/ISV staff • Makes recommendations and assists client with industry best practices and solutions • Is seen as a key business partner with Sales, helping to grow the CDK business by proactively identifying opportunities to grow our business with the client • Drives true value for customers • Successfully identifies and implements strategies for retaining “at risk” projects/initiatives • Develops a productive working relationship with Lead CSMs; leaning in and assisting where needed • Mentors CSMs on best practices, teaching engagement as it pertains to solutions for client needs • Seeks and listens to feedback • Provides recognition to peers • Mentors and trains junior staff on risk mitigation strategies, client recommendations and best practices • Utilizes Totango to document value-added conversations & engagements with ISV/OEM partners

🎯 Requirements

• BA/BS or equivalent experience • Minimum 4 years of client services, marketing or sales experience • B2B or outside sales or account management in a similar industry • Ability to work and influence across all levels of the OEM/ISV • Knowledge of Managed Data Services or API Services, business strategy, and automotive industry • Experience in managing client expectations, increasing client satisfaction, adoption, and growth • Experience working in software development or with engineers and technical teams throughout the software development process • Proficient in using SalesForce (Totango as a bonus) • 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 mentor team members • Ability to Travel up to 15%

🏖️ Benefits

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