Customer Success Specialist - OEM, IS

Responsibilities & Essential Functions

• Engages with Senior CSMs and Sales to define and identify success outcomes and KPIs from an OEM/ISV customer point of view for their assigned projects or initiatives.
• Works with customers to ensure they understand CDKs products and how best to utilize them for their individual needs and goals.
• Fields questions and direct clients to appropriate support resources
• Maintains pre-established 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 of CDK applications and new layered application opportunities.
• Prepares client specific reports and presentations for the purposes of educating and driving growth in the clients organization
• Identifies opportunities, creating a plan for addressing training needs for OEM/ISV staff.
• Partners with Sales to become a key asset in helping grow the CDK business with the client
• Successfully identifies and implements strategies for retaining at risk projects/initiatives
• Develops a productive working relationship with Senior CSMs
• Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers.
• Utilizes Totango to document valued-added conversations & engagements with ISV/OEM partners
  

Required Job Skills & Qualifications

• High school Diploma
• Minimum 2 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, and familiarity with automotive industry
• Knowledge 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. Experience as an engineer or data analyst is a plus.
• Experience with SalesForce
• 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 work as a team member with limited supervision
• Time management and completion of tasks to a definite deadline
• Ability to Travel up to 15%
• Analytical, organizational and time management skills
  

Preferred Skills & Qualifications

• BA/BS preferred
• 2+ years of automotive client or dealer experience preferred
• Familiarity with CDKs org structure, solutions, implementation and service models
• SaaS experience preferred but not required
• Some automotive knowledge
  

Physical Requirements

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• Operate Computer Hardware and Other Office Equipment: Constantly
• Repetitive Motion: Frequently
• Position and Move Items: Occasionally 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 and Inspect Details: Frequently
• Communicate Information and Ideas so that others will understand: Frequently
• Exposure to Outdoor Weather Conditions: Occasionally
• Detects Auditory Cues: Occasionally
• Exposure to Confined Spaces: Occasionally
• Operate a Vehicle Safely: Frequently
• Ability to Navigate Airports, Transportation, and/or Other Trael Related Tasks: Frequently
  

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.
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.