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Customer Success Manager

Company: CDK Global
Location: Newark
Posted on: January 13, 2022

Job Description:

  • Immediate response to client issues escalated via Service Connect, developing appropriate action plans using regional, divisional, and technical support resources.
  • Ability to manage customer base of at least 400 rooftops.
  • Engage all departments (Sales, R&D, Product) in critical issue resolution plans as needed.
  • Manage issues until successful conclusion.
  • Partner with Sales and implementation teams with the end goal of making our dealers promoters of CDK.
  • Serve as point person to dealers to help facilitate and coordination across all CDK boundaries.
  • Utilize Vision application to manage open cases and subcases owned.
  • Utilizing Salesforce for proactive work and escalations not related to cases.
  • Clear understanding of CDK business direction and willingness to approach any task for an overall outlook.
  • Participate in customer meetings remotely and on site, representing Customer Care initiatives and current plans.
  • Assess dealership risk factors, identify mitigation strategies to ensure continued success of CDK applications and new layered application opportunities.
  • Maintain established relationships with dealership management and have a reputation for being a trusted expert on CDK products
  • Identify opportunities and create a plan for addressing training needs for dealership staff
  • Proactively hold Engagement calls to show the customer specific topics/reports for the purposes of educating and driving growth in the customer's organization and utilization of the CDK systems they have purchased.
  • Participate in post-implementation customer transition meetings. Introduce support processes, including training on Service Connect and the best way to engage support and Customer Success Managers in problem resolution.
  • Participate in CDK internal conference calls to represent customer interests and communicate action plans as needed.
  • Able to successfully identify and implement strategies for retaining "at risk" customers
  • Ability and authority to negotiate and resolve billing issues related to support charges.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.

Keywords: CDK Global, Newark , Customer Success Manager, Executive , Newark, New Jersey

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