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Role Description
This role involves working closely with clients to define their strategy around CDK solutions and ensuring they understand how to utilize CDK's products effectively.
- Fields questions and directs clients to appropriate support resources.
- Maintains pre-established relationships and assists in building new relationships with dealership management.
- Demonstrates expertise in CDK products, establishing a reputation as a trusted advisor.
- Assesses dealership risk factors and identifies risk mitigation strategies.
- Works with Sales and Marketing to create prospecting opportunities.
- Prepares client-specific reports and presentations for education and growth.
- Identifies trends and creates solutions for identified gaps using analytics.
- Identifies opportunities and addresses training needs for dealership staff.
- Makes recommendations and assists clients with industry best practices and solutions.
- Drives true value for customers and identifies strategies for retaining “at risk” clients.
- Develops productive working relationships with Lead CSMs and assists where needed.
- Mentors CSMs on best practices and engages in solutions for client needs.
- Seeks and listens to feedback, demonstrating a positive outlook on work.
- Provides recognition to peers and mentors junior staff on risk mitigation strategies.
- Utilizes Totango to document valued-added conversations & engagements with dealer partners.
Qualifications
- Minimum 5 years of client services, marketing, or sales experience.
- B2B or outside sales or account management in a similar industry.
- Ability to travel - 50%.
- Ability to work and influence across all levels of the dealership.
- Knowledge of CDK applications, business strategy, and familiarity with the automotive industry.
- In-depth knowledge of variable dealership operations or training dealer staff on software applications and processes.
- Proficient in using SalesForce (CX platform as a bonus).
- High sense of urgency and ability to handle high-stress interactions.
- Strong communication skills with peers and clients, both oral and written.
- Ability to work as a team member and take ownership of clients.
- Analytical, organizational, and time management skills.
Requirements
- Understanding of CDK's org structure, solutions, implementation, and service models.
- SaaS experience preferred but not required.
- Experience using a CX platform.
- Some knowledge of automotive areas (Front-End, parts and service, and Accounting), dealership workflows, and technology industries preferred.
Benefits
- Medical, dental, and vision benefits.
- Paid Time Off (PTO).
- 401K Matching Program.
- Tuition Reimbursement.
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