CDK Global Hiring for Customer Success Manager: Lightspeed Job at Salt Lake City, UT Full Time

CDK Lightspeed/Recreation develops, implements and supports innovative Dealer Management Software and data solutions that help increase lasting profitability across dealership operations for the Powersports, Marine, Marina and RV industries. We help dealers automate non-revenue generating activities, track operations and improve profits by assisting dealers manage their Parts, Service, Sales, Storage, Marina, Customer Relationship Management (CRM) and Rental. Our solutions are designed to help manage dealer operations by tracking and storing data from every department and delivering information that will assist dealerships in making successful business decisions. The dealer management solutions provided by Lightspeed help the separate departments in a dealership function smoothly together by creating a central data warehouse for inventory levels, ordering, services and customer information.

The Lightspeed Customer Success Manager will work directly with customers and the Customer Success team to assist customers in reaching their goals with CDK software.

Position Responsibilities & Essential functions

• Responsible for managing and planning the day-to-day activities of the team as well as drive Customer Success initiatives across the regions
• Accountable for results in the areas of customer retention, expense controls, customer satisfaction rating (NPS) and the team’s personal growth and development planning
• Accountable for all people-management activities for subordinate staff
• Participates in the development and utilization of SalesForce.com as the single source of truth for customer data, scheduling, reporting, accountability and results
• Drives true value for customers:
• Acts as the Subject Matter Expert on best practices in change management
• Promotes the continuous improvement mindset as a key characteristic for the Customer Success team
• Promotes CSA understanding of our customers’ business and their objectives, establishing a relationship of a strategic business partner
• Executes strategy and demonstrates the value (ROI) delivered from the Lightspeed Sales and Implementation team:
• Defines CSA involvement during sales cycle and reselling customers on software value.
• Responsible for key metrics for Lightspeed 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

Qualifications & Job Requirements

• Bachelor’s Degree in related field
• Minimum 8 years of experience in customer-facing organization
• Minimum 2-5 years of experience with people management
• Experience in Sales including post-sales
• Ability to interact, engage, and influence customers and internal stakeholders
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Excellent communication and presentation skills
• Travel requirements Up to 50%

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.