Position Responsibilities & Essential functions

• Responsible for improved efficiency among CSMs, reduced client cancellations, increased client retention and enhanced customer satisfaction.
• Continuously improves existing CDK solutions, identifying opportunities for innovation to sustain a high quality pre/post Sales customer experience.
• Partners closely with internal development teams, CSMs, and Product team to ensure successful delivery of high-quality solutions.
• Partners closely with development teams to design and architect solutions that meet CDK’s business requirements.
• Seen as the bridge between the Product/Development teams and Customer Success Teams; updating CS on Product Team’s CDK Product suite progressions such as enhancements and new developments.
• Stays up to date on all CDK product releases and product developments, relaying information to CS teams for awareness and support.
• Closes the gap between customers, Product/Development teams, and CS team, championing the product to customers and bringing their requirements to the roadmap.
• Builds relationships across dealerships, ensuring clients can fully utilize CDK products within their existing workflows.
• Builds relationships with dealership management to become a trusted expert on CDK products.
• Be accountable for client-success through adoption, product expansion, value realization, retention and revenue growth.
• Provides continuous enablement and proactive technical support for CDK clients.
• Partners closely with CSMs, CSSs, and Sales teams to map accounts, driving deeper engagements across CDK customers.
• Challenges the status quo; solving new problems and teaching CDK solutions while figuring our new and better ways to delight CDK customers.
• Works with potential “at risk” customers to determine a course of action to turnaround and retain (i.e. specialized reporting options, database changes, product enhancements, etc.)
•  Actively participates as a stakeholder in the development and utilization of SalesForce.com as the single source of truth for customer data, scheduling, reporting, accountability and results.
• Identifies opportunities for continuous improvement, promoting this mindset to the rest of the CS team and across the business.
• Drives true value for customers.
• Mentors CSMs/CSSs and peers, finding and creating learning opportunities that would enhance product/client knowledge.
• Acts as the Subject Matter Expert on best practices in change management
• 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 on prospecting approach.
• Ensures smart hand-off of new sales opportunities.

Qualifications & Job Requirements

• Bachelor’s degree or equivalent experience
• 6+ years of experience in enterprise software solutions engineering, consulting, or architecture
• 6+ years in a customer-facing role
• Familiarity with web infrastructure, application modernization, and software development best practices
• Technical expertise in a range of technologies (Modern Retail/Fixed Ops/Dealer Ops/Forms)
• Proficiency in at least one infrastructure-as-Code tool and one or more programming languages (C++ & SQL Preferred)
• Knowledge of all automotive areas (Front-End, parts and service, and Accounting), Dealership workflows, and technology industries
• Possesses dealer process knowledge (i.e. how our customers utilize CDK products within existing workflows)
• Ability to work and influence across all levels of the dealership.
• Knowledge of CDK applications
• Knowledge of CDK’s business strategy, operational workings of CDK, product offerings and automotive industry
• Proficient in using SalesForce.
• Ability to manage influence through persuasion, negotiation, and consensus building.
• Deep understanding of value drivers in recurring revenue business models
• Drive to influence revenue and business growth.
• Strong communication and relationship-building skills
• Positive professional relationships with developers and executives
• Strong written, verbal, and interpersonal communication skills
• Analytical and process-oriented mindset
• Up to 100% travel

Compensation: $110,000-$145,000

PREFERRED ATTRIBUTES & Qualifications

• 6 years of retail automotive experience preferred.
• SAAS experience preferred.
• Understanding of CDK org structure, solutions, implementation and service models.
• Familiarity with customer QBR meetings and troubleshooting
• Some experience with using Totango.

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.