Customer Success Specialist - Modern Retail

Field Based Position – Must Reside Near a Major Airport 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 CDK Global CDK Global is a leading cloud‑based software provider for dealerships and OEMs in the automotive industry, enabling end‑to‑end business operations through its SaaS platform. Position Summary The Customer Success Specialist delivers exceptional customer service by leveraging product expertise and industry knowledge in collaboration with the client’s dedicated CSM. Responsibilities Develop a productive working relationship with the CSM team to deliver best‑in‑class customer service. Demonstrate subject‑matter expertise and support Lead CSSs as needed. Act as a key business partner with the client’s dedicated CSM, providing proactive product‑specific expertise and identifying opportunities for adoption and growth. Drive true value for customers through advanced discussions of CDK product functionality and industry insights. Compare product reporting to demonstrate improvement ratios from increased utilization. Provide guidance, including live webinars with targeted content to improve engagement and satisfaction. Set product understanding and utilization benchmarks, guiding customers on best practices. Complete client training, consultation, operational adjustments, or best‑practice requests to drive additional value. Identify and advise on opportunities throughout engagement to improve expansion propensity. Resolve advanced‑level blockers to ensure client achieves visible value and utilization. Recommend best practices to embed processes into routine sales and service operations. Utilize opportunities to grow knowledge of the CDK suite and dealership operations through L&P and cross‑CSS product training. Provide reference documentation to customers and feedback to learning teams. Participate in and lead scaled webinars to customers. Collaborate with CSM Generalists to identify how product utilization can improve the end‑to‑end consumer experience. Ensure consistent documentation of dealer engagements showing performance improvements. Work with Regional Managers to incorporate current automotive trends affecting CDK suite usage. Serve as an internal escalation point for the team and handle escalations at an advanced level. Seek and listen to feedback, maintain a positive outlook, recognize peers, and mentor junior staff on risk mitigation and best practices. Qualifications Strong communication skills with peers and clients, oral and written. Ability to work as a team member with limited supervision. High sense of urgency and ability to handle high‑stress interactions with empathy. Excellent time‑management and ability to meet definite deadlines. Ability to influence both internal and external stakeholders. Outstanding customer service skills. Strong organization and prioritization skills. Effective at articulating value, promoting adoption and expansion. Good relationship and collaboration skills for senior and executive‑level associates. Advanced familiarity with dealership systems and operations. Knowledge of CDK applications and automotive industry. Associate’s Degree or equivalent experience. Minimum 3 years of experience in the auto industry. Preferred Qualifications 3+ years of retail automotive experience. Understanding of CDK’s org structure, solutions, implementation and service models. Automotive knowledge of dealership areas and workflows. BA/BS preferred. Location & Travel Field‑based position located near a major airport. Travel up to 70–80%. Salary $65,500 to $82,000 annually. Benefits Medical, dental and vision benefits. Paid Time Off (PTO). 401K Matching Program. Tuition Reimbursement. Equal Opportunity Employer CDK Global 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, religion, age, disability, pregnancy, genetic information, military service, veteran status, or any other protected class. Applicants must be authorized to work in the U.S. CDK may provide employer visa sponsorship to qualifying candidates. Employees must be able to perform the essential functions of the position and reasonable accommodations will be provided if requested and where practicable. #J-18808-Ljbffr TechAlliance of Southwestern Ontario, London Economic Development Corporation