Sr. Mgr – Customer Success

Remote Position - USA

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

Sr. Mgr, Customer Success is responsible for driving the continued growth of the customer relationship for CDK’s accounts. They are also responsible for managing the relationship between the customer, the DOS, the baseline sales teams for a specified region and all other internal CDK teams. This includes setting up routine peer cross-departmental communications to ensure consistency in outcomes. The Sr. Mgr, Customer Success oversees a team of Customer Success Managers responsible for client satisfaction and success, driving CDK solution value as well as adopting and utilization of CDK products.

Responsibilities

• Directly manages Regional Managers and/or Customer Success Managers. 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 all team members 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 Regional Managers and Sr. Managers 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 and metrics. Ensure Peakon communications are up to date as well as boosting Spotlight acknowledgements by Reginal Manager's.

• 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, baseline, and national accounts. Responsible for establishment and follow-through of goals and objectives for department.

• Regularly communicate expectations and context for decisions made across teams. Ensures team is aware of greater organizational changes and priorities. Cascades leadership and greater business priorities, prescribing next steps and execution strategies for the team. Ensures the team understands expectations and the why behind them. Supports all team leaders in communication across teams: Create plan and assist in execution. Provide additional level of leadership in supporting Regional Managers (RM's) and Sr. Regional Managers in 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. Partners with HRBP, VP and Leadership team on calibration exercise at year-end, makes knowledgeable and supported recommendations for team.

• Leads cross-functional teams and initiatives to drive customer success. Responsible for managing the relationship between the customer, the Regional General Managers (RGM's), DOS and the Baseline sales teams to ensure customer retention and satisfaction. Conducts regular check-ins with Regional Managers (RM's) and CSMs, ensuring  teams are in alignment with greater team strategy.

• 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. Proposes improvements to the Customer Success team’s organizational structure by defining segmentation of customer portfolio, as appropriate

• Partners with Sales Operations, Implementation, Support, and Consulting in the development and utilization of SalesForce.com as the single source of truth for customer data, scheduling, reporting, accountability and results.  Ensures consistent documentation and utilization of Totango, working with RMs and CSMs to troubleshoot any software issues for the team.

• Responsible for collaborating with all CDK internal teams including the Performance management teams as it relates to overall success of CDK’s customers. Has deep knowledge of the pipeline & installation dates. Oversees installations and team coverage with Reginal Managers (RMs) and CSMs.

• Defines, oversees, and optimizes the transition and customer journey post sale handoff

• Manages critical escalations from Regional Managers (RMs) CSMs, providing updates and leaning in to executive team as needed. Executes 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 by successfully directing the team.

•  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 CSM understanding of our customers’ business and their objectives, establishing a relationship of a strategic business partner.

• Defines the vision of a Red-Carpet customer experience, defines what those qualities are and puts them into practice via routine touch calls. Leads by example and owns the customer service experience for the team.

•  Standardizes the template for a Success Plan for customers with each solution. Defines and oversees lifecycle processes/touch points, including executive sponsor program, EBR process and Customer Success KPIs

• Executes strategy and demonstrates the value (ROI) delivered from the CS 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 on prospecting approach

• Ensures smart hand-off of new sales opportunities. Defines team involvement during sales cycle

• Responsible for key metrics for the Customer Success team including account renewal rates, gross dollar renewal rate, up-sell dollars, product adoption/utilization metrics, resource deployment, NPS, employee NPS / team member satisfaction; Owns the financial model for the CS 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.  Serves as a panelist on 100% of CSM / CSS interviews to identify pipeline talent for their respective Region.

• Achieves operational excellence across team, delivering exceptional service to clients and demonstrating proactive communication. Utilizes reports and communicates metrics on a weekly basis. Creates standard presentation materials for the customer lifecycle

• Clarifies ownership for each part of the CS  journey. Gathers feedback from other departments, Sales, Implementation, Services, Support, Product, to improve the customer experience. Drives company-wide definition of the vision of the customer journey. Creates company-wide customer feedback loop beyond NPS surveys. Leads charge of fostering company-wide culture of Customer Success

• Drives alignment with Renewals & Expansion and Sales: 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.  Defines CSM involvement during sales cycle

• 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

Qualifications

• Minimum 5 years of multi-level management experience

• Experience in Sales including post-sales. Ability to interact and engage and influence all levels of the CDK Customer's organization.

• Exceptionally strong customer service and conflict resolution skills.  Focus on quality.

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Working closely with RMs and CSMs to Direct 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 across CDK's greater business.

• Analytical and process-oriented mindset

• Excellent 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. Ability to think "big picture" across the team and greater business. Ability to think critically, and conduct comprehensive analysis, weighing the pros and cons for betterment of the team and business.

• Understands and has some experience with Transformational Leadership and Organizational Design.

• Ability to effectively manage multiple workflows and secure the desired objectives

Preferred Qualifications

• 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

• 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.

• 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

Salary Range:$131,000 - $146,500

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.