[Remote] Customer Success Specialist Fixed Operations

Note: The job is a remote job and is open to candidates in USA. CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers in the automotive industry. The Customer Success Specialist is responsible for delivering exceptional customer service by leveraging product expertise to assist clients in maximizing the value of CDK products and ensuring their operational success.

Responsibilities

• 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, specifically Fixed Operations
• Provide customers with guidance, helping help them to achieve basic industry standards
• Follow established parts and service application 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 digital success 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

Skills

• Minimum of 3 years of retail automotive experience required
• High sense of urgency. Handles high stress interactions and situations and is able to de-escalate appropriately using empathy
• Extensive experience in dealers fixed operations processes and workflows
• Ability to work and influence both internal and external stakeholders
• Ability to work as a team member with limited supervision
• Outstanding customer service skills
• Organization and prioritizations skills
• Time management and completion of tasks to a definite deadline
• Strong communication skills with peers as well as clients, both oral as well as written
• Effective at engaging and articulating value with emphasis on promoting adoption and expansion
• Good relationship and collaboration skills to engage senior and executive level dealership associates
• Ability to travel up to 25%
• 3+ years of Dealerships experience preferred
• Extensive experience Dealers processes and workflows
• Understanding of CDK's org structure, solutions, implementation and service models
• BA/BS preferred

Benefits

• Medical, dental, and vision benefits
• Paid Time Off (PTO)
• 401K Matching Program
• Tuition Reimbursement
• Annual performance bonus
• Benefits and/or other applicable incentive compensation plans

Company Overview

Company H1B Sponsorship