Customer Success Specialist Jobs in Maryland

Field Based Position - Must reside near a Major Airport

To be considered for this role, you must reside in one of the following locations:

North Eastern States: New England, Maine, Vermont, New Hampshire, Massachusetts, Rhode Island, Connecticut.

Mid-Atlantic States: New Jersey, New York, Pennsylvania, Delaware, Maryland, Washington D.C., Virginia, West Virginia

About us

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance.

At CDK Global, we are focused on connections that allow us to deliver world-class software, support, and data insights. Our values define who we are and how we show up for each other, our customers, and our communities. Our values: Stay Curious, Own It, Be Open, Create Possibilities.

Position Summary

The 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 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.

Qualifications

- 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 3 or more years of experience in Auto industry.
- Travel up to 70 to 80%.

Preferred Qualifications

- 3+ 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.

Salary Range: $65,500 to $82,000

Non-discrimination clause: The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. CDK retains the right to change or assign other duties to this position as needed. 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.

Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.