Senior Customer Engagement Consultant at CDK in Hoffman Estates, Illinois

Job Description:

The Sr Customer Engagement Consultant plays a pivotal role in collaborating with and supporting the CDK Sales and Professional Services Teams. Partnering closely with the Sales, Marketing, and Product departments, the Sr Customer Engagement Consultant actively engages in new sales opportunities and pre-sales discovery processes.


This dynamic position involves assessing current and prospective customer workflow inefficiencies to pinpoint areas for growth. The Sr Customer Engagement Consultant partners with the Sales team to provide valuable insights and contribute to the sales process by collecting and compiling upfront pre-sales discovery information, product solutions, and process solutions. This involves consulting and recommending suitable CDK solutions and executing impactful product demos and presentations.


Principal Duties and Responsibilities:

• Work closely with the PS, Sales, Partners, and Product teams to develop best practices and scoping processes and standards, positioning solutions and statements of work to our prospects/customers and supporting the sales cycle through project kick-off.


• Provide guidance to Engagement Managers to help resolve negotiations leveraging win-win and give-to-get methodologies.

• Assist in driving the discovery process, helping to uncover prospect/customer's business objectives and issues.


• Establish credibility and build relationships with key stakeholders.


• Serve as a means of translation between technical and non-technical audiences, both internally and externally.


• Identify and document key customer requirements, challenges, and potential opportunities and articulate the most appropriate solution.


• Provide feedback to cross-functional internal partners on solution development efforts that best address customer needs.


• Assist in responding to functional and technical elements of RFPs (requests for proposal).


• Work with internal and external teams to ensure successful onboarding and rollout of solutions sold.


• Contribute to documentation of best practices and other supporting materials for marketing-driven technical content repository and the creation/set-up of demo environments across our suite of integrations.


• Compile Customer Engagement recommendations, provide Cost of Goods Sold, and draft Statements of Work to be added to the sales contract.


• All other duties as assigned.

• Determine staffing for projects based on pre-sales discovery.


• Consult with customers on the delivery of product solutions.


• Consult with customers on best practice configurations.


• Consult with sales on products and processes.


• Ensure that delivery adheres to the Statement of Work outlined within the contract.


• Perform project handoff during contract review calls with sales and delivery.


• Work individually or partner with colleagues to identify process workflow gaps and create solutions.


• Advise on best practices that drive dealership efficiency, system utilization, margins, sales, productivity, and revenue.


• Accountable for bookings for the scope of the area covered by their Engagement Management team.


• Provide feedback to the PS leadership team to create and maintain our service packages and offerings.

Minimum Qualifications and Requirements :

• Bachelor's Degree or equivalent work experience.


• Automotive Operations experience, including Variable Operations, Fixed Operations, and/or Business Office and Accounting.


• Familiarity with CDK's org structure, solutions, implementation and service models


• Experience with technical sales, consulting, and product presentations within the SaaS industry.


• Sales, implementation, or consulting experience with CDK products/solutions is preferred but not limited to.


• Aptitude for web technologies, customer relationship management (CRM), and sales enablement tools.


• Proficiency in API and third-party integrations.


• Ability to effectively articulate technology and solution positioning to business and technical users.


• Ability to learn new technology quickly; finds it easy to explain technological solutions in terms of business value.


• Ability to negotiate resources and priorities with multiple stakeholders to drive business results.


• Excellent time management and organizational skills, with the ability to prioritize and use time effectively and efficiently. Demonstrated ability to meet internal and external deadlines.


• Excellent verbal and written communication skills, with the ability to communicate in a clear, concise, and understandable manner.


• Demonstrated ability to interact with team members and customers tactfully and professionally and recognizes the importance of building and fostering professional and positive working relationships.


• High sense of urgency. Handles high stress interactions and situations and is able to de-escalate appropriately using empathy.


• Experienced in collaborating with other managers and executing strategies.


• Skilled in multiple workflows


• Experience partnering with Account Executives, presenting solutions, and implementation methodology during the sales process


• Experience leading technical, cross-functional professional services teams (e.g., consulting, implementation, trainers, project managers) and delivery partners.


• Assigned to partner with designated vendors


• Assigned to lead stretch projects


• Experienced in CDK Project Management and Implementation methodologies

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

• 75% travel required to meet clients.


• This role regularly utilizes a computer, including the use of a monitor, mouse and keyboard.

Salary Range: $89,000 - $102,500


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.


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