Senior Customer Success Manager – OEM

Role Overview

• Partners with Sales to define and identify success outcomes and KPIs from an OEM/ISV customer point of view for their assigned projects or initiatives
• Develops a roadmap to deliver these success outcomes and target KPIs
• Assists OEMs/ISV customers with defining project/initiative strategy around CDK solutions: working with customers to ensure they understand CDK's products and how best to utilize them for their individual needs and goals
• Fields questions and directs clients to appropriate support resources
• Maintains pre-established relationships and assists in building/creating new relationships with OEM/ISV management
• Demonstrates expertise in CDK products, establishing a reputation for being a trusted advisor
• Assesses risk factors, identifies risk mitigation strategies to ensure continued success
• Works with Sales and Marketing to create prospecting opportunities
• Prepares client specific reports and presentations for the purposes of educating and driving growth in the client’s organization
• Contributes and presents content in Strategic Business Reviews
• Identifies trends to help create solutions for identified gaps using analytics
• Identifies opportunities, creating a plan for addressing training needs for OEM/ISV staff
• Makes recommendations and assists client with industry best practices and solutions
• Is seen as a key business partner with Sales, helping to grow the CDK business by proactively identifying opportunities to grow our business with the client
• Drives true value for customers
• Successfully identifies and implements strategies for retaining “at risk” projects/initiatives
• Develops a productive working relationship with Lead CSMs; leaning in and assisting where needed
• Mentors CSMs on best practices, teaching engagement as it pertains to solutions for client needs
• Seeks and listens to feedback
• Provides recognition to peers
• Mentors and trains junior staff on risk mitigation strategies, client recommendations and best practices
• Utilizes Totango to document value-added conversations & engagements with ISV/OEM partners

Requirements

• BA/BS or equivalent experience
• Minimum 4 years of client services, marketing or sales experience
• B2B or outside sales or account management in a similar industry
• Ability to work and influence across all levels of the OEM/ISV
• Knowledge of Managed Data Services or API Services, business strategy, and automotive industry
• Experience in managing client expectations, increasing client satisfaction, adoption, and growth
• Experience working in software development or with engineers and technical teams throughout the software development process
• Proficient in using SalesForce (Totango as a bonus)
• High sense of urgency
• Handles high stress interactions and situations and is able to de-escalate appropriately using empathy
• Strong communication skills with peers as well as clients, both oral as well as written
• Ability to mentor team members
• Ability to Travel up to 15%

Benefits

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