Enterprise Mgr, Customer Success at CDK in Hoffman Estates, Illinois

Job Description:

The Regional Mgr, Customer Success is responsible for managing the customer relationship for CDK's accounts including the relationship between the customer, the DOS, and the baseline sales teams, for a specified region. The Regional Mgr, Customer Success oversees a team of Customer Success Managers responsible for client satisfaction and success, driving CDK solution value as well as adopting and utilization of CDK products.



Position Responsibilities & Essential functions

• Directly manages Customer Success Managers. Performs evaluations, delivers feedback, prescribes solutions and monitors progress on KPIs. Understand teams and employee's case loads to assist where needed. Steps in on complex cases, as escalated from the team. Manages to metrics and takes actions based on results. Provides support to team and ensures alignment across greater team.


• Ensure team is adhering to all CDK processes, policies, and values. Regular and consistent demonstration of CDK's values; specifically, "Own It". Regularly communicating with CSMs to ensure demonstration and alignment across greater team. Monitors regular performance, ensuring goal setting, and team check-ins are consistent and reciprocal.


• Responsible for the care and wellbeing of team members without sacrificing business objectives. Responsible for managing and planning the day-to-day activities of the team as well as drive Customer Success initiatives across the regions.


• Regularly communicate expectations and context for decisions made across teams: Ensure CSMs understand expectations and the why behind them. Support communication efforts across the team. Create plan and assist in execution.


• Utilizes performance management tool to track team improvement; conduct scheduled team meetings and individual one-on-ones with employees. Supports professional growth with ongoing and consistent feedback. Responsible for writing individual performance reviews. Strong understanding of "pay for performance" culture. Partner with Leaders on calibration exercise at year-end, makes knowledgeable and supported recommendations for team.


• Responsible for managing the relationship between the customer, DOS and the sales teams of CDK's National Accounts of a specified region to ensure customer retention and satisfaction.


• Accountable for results in the areas of customer retention, expense controls, customer satisfaction rating (NPS) and the team's personal growth and development planning


• Participates in the development and utilization of SalesForce.com as the single source of truth for customer data, scheduling, reporting, accountability and results


• Collaborates with the Implementation, Consulting, and the Performance management teams as it relates to overall success of our customers


• Manages and executes the transition and customer journey Post Installation Transition Team (PITT) handoff


• Manages escalations from direct reports and follows a methodical escalation process to execs


• Identifies opportunities for continuous improvement, driving true value for customers. Promotes the continuous improvement mindset as a key characteristic for the Customer Success team


• Acts as the Subject Matter Expert on best practices in change management. Promotes CSM understanding of our customers' business and their objectives, establishing a relationship of a strategic business partner


• Maintains the vision of a Red Carpet customer experience


• Executes strategy and demonstrates the value (ROI) delivered from the Baseline Accounts team


• Aligns with Sales on renewal and up-sell strategy and focus on managing the customer journey with a retention and growth focus. Gives feedback to Sales and Marketing on prospecting approach


• Ensures smart hand-off of new sales opportunities. Defines CSM involvement during sales cycle


• Responsible for key metrics for the Baseline Account team including account renewal rates, gross dollar renewal rate, up-sell dollars, product adoption/utilization metrics, resource deployment, NPS, employee NPS / team member satisfaction; Executes against the financial model for the Customer Success team, including projections of costs and new hires, and forecasts of renewal and upsell rates


• Recruits and mentors others within the Customer Success Team, achieves operational excellence, and reports and communicates metrics on a weekly basis


• Achieves operational excellence across book of business, delivering exceptional service to clients and demonstrating proactive communication by utilizing data and metrics.


• Owns each part of the customer journey. Gathers feedback from client and relays feedback to CS team to improve customer experience.


• Manages the customer journey with a retention and growth focus. Gives feedback to Sales and Marketing on prospecting approach.

Qualifications




Minimum:

• Minimum 3 years of experience with people management


• Experience in Sales including post-sales. Ability to interact and engage internal stakeholders


• Exceptionally strong customer service and conflict resolution skills. Focus on quality in customer experience.


• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.


• Empathy for customers and passion for revenue and growth


• Deep understanding of value drivers in recurring revenue business models


• Experience working in a team-oriented collaborative environment. Portrays a professional persona with internal and external clients


• Analytical and process-oriented mindset


• Strong communication and presentation skills


• Travel requirements: up to 50%

Preferred:

• Knowledge of CDK's business strategy, operational workings of CDK, product offerings and automotive industry

Education/Experience




Minimum:

• Bachelor's Degree or equivalent experience in related field


• Minimum 5 years of experience in customer-facing organization

Preferred:

• Automotive experience is preferred.

Compensation: $110,000 - $145,000


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.


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