Critical Situation Leader

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

Job Summary

This position has 3 buckets we engage with:

• Outages: Coordination of communication to customers impacted by significant outages or an inability to sell cars, parts and service.

• Adopt a Dealer: Helping High Risk dealers change their perception of our case management by working with various CDK partners to change our Dealers into promoters of CDK.

• Escalations: Manage incoming escalations from various sources, including our clients on cases that are not moving towards resolution and/or client’s satisfaction.

Responsibilities

Churn Customers:

• ​Managing customers considered at high risk of leaving CDK for a specific timeline.

• Immediate response to client issues escalated via Service Connect, developing appropriate action plans using regional, divisional, and technical support resources.

• Manage escalations brought up by the customer or internal CDK staff until a successful conclusion.

• Engage all departments (Sales, R&D, Product) in critical issue resolution plans as needed.

• Partner with Sales, and Fulfillment with the end goal of making our dealers promoters of CDK. Utilize Vision/Salesforce application to manage open cases and subcases owned.

• Clear understanding of CDK’s business direction and willingness to approach any task for an overall outlook.

• Participate in CDK internal conference calls to represent customer interests and communicate action plans as needed.

• Serve as point person to dealers to help facilitate and coordinate across all CDK departments.

• Participate in customer meetings remotely, representing support initiatives and current plans. Identify opportunities and initiate training plans for dealership staff

• Host weekly calls to discuss various topics such as cases, projects, server health, and driving growth in the customer’s organization and utilization of the CDK systems they have purchased.

• Assess dealership risk factors and identify risk mitigation strategies to ensure the continued success of CDK applications and new layered application opportunities.

Outage Impacted (Unable to sell cars, parts or service):

• Engagement in outage bridges including weekends

• Define what requires additional communication.

• Building and distributing customer facing communication.

• Define the audience on impacted customers.

Qualifications

• Bachelor’s degree or related CDK experience.

• 5+ Years of client services, marketing, or sales experience.

• Excellent customer service and listening skills.

• Excellent verbal and written communication skills.

• Knowledge of all CDK products, software, and hardware.

• Knowledge of CDK departments and internal processes.

• Knowledge of CDK’s business strategy, operational workings of CDK, product offerings, and automotive industry.

• Ability to work and influence across all levels of the dealership

• Strong multi-tasking experience; multiple assignments, project issues

• Strong collaboration skills.

• Ability to analyze situations and determine a course of action and comprehend dealer issues.

• A solution-oriented, strategic thinking, and high-judgment leader

Preferred Qualifications

• 5+ Years of retail automotive experience preferred.

• Project management skills.

• Proficient in using Salesforce

Salary Range: $69,000 to $75,000

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.