Sr. Customer Success Specialist - Fortellis

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Overview of CDK Global

CDK Global is recognized as a pioneering provider of cloud-based software targeting dealerships and Original Equipment Manufacturers (OEMs) in the automotive sector. The organization works to deliver software solutions that empower clients to manage their operations from acquisition to sale, financing, insurance, repairs, and maintenance of vehicles. This integrated platform enhances dealer operations, streamlining processes to drive sales and customer satisfaction.

Job Position: Sr. Customer Success Specialist

The Sr. Customer Success Specialist plays a pivotal role in the organization by ensuring best-in-class customer service for Low Touch and Medium Touch clients. This position is specifically tailored for individuals with substantial product expertise, who can assist in demonstrating the value of CDK products, delivering training, and analyzing customer needs over various workflows.

Responsibilities

• Establish and maintain strong relationships with the Customer Success Management (CSM) team to deliver exceptional service to clients.

• Provide advanced product expertise and support to both clients and CSM counterparts, thereby ensuring that product adoption and growth opportunities are fully explored and utilized.

• Deliver advanced discussions and demonstrate the capabilities of the Fortellis API, augmenting the knowledge of the internal team and clients alike. This includes guiding newer team members as they develop their expertise.

• Lead and facilitate live webinars for customers, aimed at enhancing customer engagement and awareness of industry standards tailored to their unique operations.

• Assess client training and operational needs, recommending best practices and additional tools that can elevate overall client experiences.

• Systematically document all dealer engagements, tracking their progressive performance based on targeted training and enhancements.

• Collaborate with Regional Managers to keep abreast of automotive industry trends that may impact CDK products, ensuring alignment with client needs.

• Act as an internal point of escalation, effectively addressing complex customer issues with a comprehensive understanding of product specifications.

• Foster a culture of feedback by encouraging junior team members and peers, recognizing achievements, and mentoring best practices.

Required Skills

The following skills and qualifications are essential for success in this role:

• Excellent communication skills for effective interaction with peers and clients, both written and verbal.

• Ability to work collaboratively in a team setting while exercising independent judgment.

• A high sense of urgency, with the capability to manage high-stress interactions.

• Exceptional organizational skills and the ability to prioritize and manage multiple tasks efficiently.

• Strong client engagement abilities to foster relationships and articulate value effectively.

• Extensive knowledge of automotive industry practices and dealership operations, including familiarity with CDK applications.

Education and Experience

Candidates should hold the following credentials:

• A minimum of an Associate's Degree or equivalent experience is required.

• At least 5 years of experience in a related field is necessary, preferably in a retail automotive context.

• A Bachelor's Degree is preferred, alongside additional experience in automotive operations.

Compensation Package

The salary range for this position lies between $90,000 and $105,000, accompanied by bonuses. CDK Global commits to fair compensation practices, with salaries reflecting experience, skills, and various other factors. Additional benefits include:

• Medical, dental, and vision coverage.

• Paid Time Off (PTO).

• A 401K matching program for retirement savings.

• Tuition reimbursement for further educational endeavors.

Workplace Culture and Diversity

At CDK Global, there is a strong emphasis on inclusion and diversity within the workforce. The company believes that diverse perspectives can inspire meaningful connections across their employee base, clients, and communities. Job seekers can expect an environment that values all backgrounds, ensuring equal consideration of applicants regardless of race, gender, nationality, age, or any protected status.

Application Process

Individuals interested in applying for the Sr. Customer Success Specialist position must be authorized to work in the U.S. CDK Global may offer visa sponsorship for eligible applicants. This position will remain open until November 12, 2025.

This job offer was originally published on himalayas.app