Customer Success Specialist - Modern Retail
Listed on 2026-01-12
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Business
Business Development, Client Relationship Manager, Customer Success Mgr./ CSM
Customer Success Specialist - Modern Retail
Join to apply for the Customer Success Specialist - Modern Retail role at CDK Global
Field Based Position - Must reside near a Major Airport
- 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.
Our values:
Stay Curious
, Own It, Be Open
, Create Possibilities
.
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, answer complex questions, offer valuable training to key stakeholders, and conduct advanced analysis of customer needs across various products or workflows.
Responsibilities- Develop a productive working relationship with the CSM team, partnering successfully to deliver best-in-class customer service to our clients. Demonstrate subject matter expertise and support Lead CSSs as needed. Serve as a key business partner with the client’s dedicated CSM, providing proactive product-specific expertise and identifying opportunities for both product adoption and business growth.
- 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 to achieve industry standards specific to their size, market, or unique business needs through live webinars with targeted content that directly impacts customer engagement and satisfaction in current market conditions.
- Set product understanding and utilization benchmarks that are achievable and guide customers on best practices to meet those benchmarks based on an understanding of the customer’s unique business operations, while 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 the client can 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 build knowledge on the CDK suite of products and dealership operations through Leadership & Performance (L&P) and cross-CSS product training.
- Utilize training resources and provide reference documentation to customers. Provide documented feedback to learning teams for new content creation.
- Participate in and lead scaled webinars to customers, collaborating with CSM Generalists to identify 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 could impact the CDK suite of products as it relates to current usage.
- Serve as an internal escalation point for other team members and handle escalations with an…
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