Senior Customer Success Specialist - Modern Retail

About the position

The Senior Customer Success Specialist is responsible for delivering exceptional customer service to our clients by leveraging expertise in products, workflows, and industry knowledge. In collaboration with the client's dedicated CSM, the Senior Customer Success Specialist utilizes in-depth product knowledge to highlight the value of CDK products. This includes answering complex questions, offering valuable training to key stakeholders, and conducting advanced analysis of customer needs across various products or workflows.

Responsibilities

• Develops a productive working relationship with CSM team, partnering successfully to deliver best-in-class customer service to our clients.
• Demonstrates subject matter expertise and can back up Lead CSSs based on need.
• Is seen as a key business partner with client's dedicated CSM, providing proactive product-specific expertise and identifying opportunities for both product adoption and business growth.
• Drives true value for customers.
• Discuss and demonstrate CDK product functionality and industry insights at an advanced level.
• Compare product reporting to demonstrate improvement ratios with increased utilization.
• Provide customers with guidance, helping them to achieve industry standards specific to their size, market or unique business needs, via live webinars with targeted content directly affecting customer engagement and satisfaction in current market conditions.
• Set product understanding and utilization benchmarks that are achievable & guide customers on best practices to meet those benchmarks based on understanding of the customers unique business operations as well as identifying add on products that will enhance the overall buying experience.
• Complete client training, consultation, operational adjustments or best practice requests to drive additional value and utilization for CDK clients.
• Identify and advise on additional opportunities throughout client engagement to improve expansion propensity.
• Resolve advanced-level blockers, ensuring client is able to achieve visible value and utilization.
• Recommend best practices to ensure a process is added to routine sales and service processes.
• Utilize opportunities to continue to grow and knowledge base on the CDK suite of products and dealership operations through L&P and cross CSS product training.
• Utilize training resources and provide reference documentation to customer.
• Provide documented feedback to learning teams for new content creation.
• Participate in and lead scaled webinars to customers.
• Collaborating with CSM Generalists in identifying how specific product utilization can positively impact the end to end consumer experience.
• 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.
• Work directly with Regional Managers to attain current automotive trends that are or would potentially impact the CDK suite of products as it relates to current usage.
• Serve as an internal escalation point for other members of the team and handle escalations with an advanced level of information.
• Seeks and listens to feedback.
• Demonstrates a positive outlook on work.
• Provides recognition to peers.
• Mentors and trains junior staff on risk mitigation strategies, client recommendations and best practices.
• Mentors CSSs on best practices, teaching engagement as it pertains to solutions for client needs.

Requirements

• Strong communication skills with peers as well as clients, both oral as well as written.
• Ability to work as a team member with limited supervision.
• 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 prioritization skills.
• 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.
• Advanced familiarity with dealership systems and operations.
• Knowledge of CDK applications and familiarity with automotive industry.
• Associate’s Degree or equivalent experience.
• Minimum 5 or more years of experience in Auto industry.
• Travel up to 70%.

Nice-to-haves

• 5+ years of retail automotive experience.
• Understanding of CDK's org structure, solutions, implementation and service models.
• Some automotive knowledge (Areas of the dealership and Dealer workflows).
• BA/BS is preferred.

Benefits

• Medical, dental, and vision benefits.
• Paid Time Off (PTO).
• 401K Matching Program.
• Tuition Reimbursement.