Senior Customer Success Specialist Fixed Operations at CDK in Hoffman Estates, Illinois

Job Description:

Position Responsibilities & Essential functions

• Develops a productive working relationship with CSM team, partnering successfully to deliver best-in-class customer service to low touch clients. Partners with client's dedicated CSM to provide product-specific expertise in an effort to grow CDK product adoption.


• Discuss and demonstrate CDK product functionality and industry insights at a basic level


• Provide customers with guidance, helping help them to achieve basic industry standards


• Follow established product understanding and utilization benchmarks that are achievable & guide customers on best practices to meet those benchmarks


• Complete client training, consultation, operational adjustment or best practice requests to drive additional value and utilization for CDK clients


• Escalate blockers to Customer Care, ensuring client is able to achieve visible value and utilization


• Utilize opportunities to continue growth and knowledge base on the CDK suite of products.


• Utilize training resources and provide reference documentation to customer


• Participate in scaled webinars to customers


• Ensure a high level of consistent documentation of dealer engagements relating to improved performance as a result of targeted training, new product expansion, and issue resolution


• Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers.

Qualifications




Minimum:

• Strong communication skills with peers as well as clients, both oral as well as written.


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


• Time management and completion of tasks to a definite deadline


• Ability to work and influence both internal and external stakeholders


• Outstanding customer service skills


• Organization and prioritizations skills


• Effective at engaging and articulating value


• Good relationship and collaboration skills to engage senior level dealership associates


• Familiarity with dealership systems and operations

Preferred:

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


• Some automotive knowledge (Areas of the dealership and Dealer workflows)

Education/Experience




Minimum:

• Associate's Degree or equivalent experience


• 3+ years minimum experience

Preferred:

• BA/BS preferred


• 3+ years of retail automotive experience preferred

Salary Range


$65,000.00-$80,000.00


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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