CDK Global

Customer Success Manager

• Identify and define a growth strategy in the market for the business
• Consistently exceed monthly, quarterly and annual sales targets and expect to be well-compensated for results
• Manage the sales process end to end, proactively managing our internal teams to ensure completion of the implementation process

New Business Sales – Automotive CRM

Customer Support

• Provides primary support to customers encountering problems using the CDK’s products and solutions.
• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.
• Facilitates inquiries through systems in order to provide answers to common questions and problems.
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Documents customer information and recurring technical issues to support product quality programs and product development.

Assoc Customer Support Representative

• Partner with the assigned CSM/CSS to support best‑in‑class service for clients.
• Provide guidance on navigating CDK systems.
• Deliver foundational product walk‑throughs and basic workflow guidance for end users.
• Follow established utilization benchmarks and guide customers on standard best practices to achieve them.
• Assist with client training sessions (virtual and onsite), scaled webinars, and reference materials.
• Document all client interactions, action items, and outcomes in internal systems with high accuracy.
• Identify routine blockers and escalate promptly to CSS, Sr CSS, or Customer Care per guidelines.
• Maintain a learning plan to expand knowledge of CDK products, dealership workflows, and industry basics.
• Support value conversations by reinforcing how standard features and workflows help achieve client goals.
• Coordinate with internal teams to schedule sessions, gather resources, and prepare basic reports as requested.
• Uphold CDK values: Stay Curious, Own It, Be Open, Create Possibilities.
• Perform other related duties as assigned.

Associate Customer Success Specialist – Fixed Operations

• Partner with the assigned CSM/CSS to support best ‑ in ‑ class service for clients
• Provide guidance on navigating CDK systems
• Deliver foundational product walk ‑ throughs and basic workflow guidance for end users
• Follow established utilization benchmarks and guide customers on standard best practices to achieve them
• Assist with client training sessions (virtual and onsite), scaled webinars, and reference materials
• Document all client interactions, action items, and outcomes in internal systems with high accuracy
• Identify routine blockers and escalate promptly to CSS, Sr CSS, or Customer Care per guidelines
• Maintain a learning plan to expand knowledge of CDK products, dealership workflows, and industry basics
• Support value conversations by reinforcing how standard features and workflows help achieve client goals
• Coordinate with internal teams to schedule sessions, gather resources, and prepare basic reports as requested
• Uphold CDK values: Stay Curious, Own It, Be Open, Create Possibilities
• Perform other related duties as assigned

Customer Success Specialist

Sales Engineer

• Develop and maintain an in-depth understanding of the payments industry, including trends, regulations, and technologies
• Act as a subject matter expert on payment products and services, providing guidance and support to sales teams
• Collaborate with product development teams to ensure payment solutions meet market needs and compliance requirements
• Identify, pursue, and close new business opportunities within the payments space, leveraging expertise to drive sales growth
• Provide training and support to sales teams on payment products, industry trends, and competitive positioning
• Engage with key stakeholders, including clients and partners, to understand their payment needs and develop tailored solutions
• Stay abreast of competitive offerings and market dynamics to inform sales strategies and tactics
• Build and maintain strong relationships with key technical stakeholders
• Act as trusted advisor to clients, providing ongoing guidance and support
• Work directly with stakeholders and vendors to ensure complete implementation and configuration of each merchant
• Participate in industry events, conferences, and forums to enhance visibility and knowledge within the payments community.

Payments Sales Engineer

Attorney

• Draft, negotiate, analyze and support with a broad range of contracts
• Help monitor compliance with internal business and legal processes and policies
• Participate in special projects and other matters as assigned by management
• Proactively work with colleagues to identify regulatory issues
• Frequently interact with other legal, compliance and business stakeholders

Senior Manager, Legal Agreements, Compliance, Operations

Operations

• Act as the primary administrator and strategist for the Customer Success Platform (Totango, Gainsight, or comparable) to drive automation and health scoring in system ownership
• Lead the standardization and administration of In-App engagement tools to support automated "tech-touch" campaigns and user adoption enablement
• Act as a change agent by maintaining curiosity and innovation about AI technologies, finding creative ways to incorporate AI into workflows for increased efficiency
• Indirectly manage a small team of Individual Contributors, deliver feedback, and support professional growth through consistent coaching
• Utilize strong analytical skills to manage team data, monitor KPIs, and recognize patterns to formulate plans and predict adjustments proactively
• Partner cross-functionally across departments to support and prioritize programs aligned with defined Operations' objectives and ensure Customer Operations is represented for new product rollouts
• Accountable for the project management and delivery of a successful implementation for any assigned projects, ensuring process adherence to high-quality standards
• Clearly and proactively communicate plans and status to Senior leadership, business partners and peers that enables efficient alignment/understanding of progress, risks, and the "why" behind decisions
• Consistent measurement of defined KPIs and validation of accuracy of data reporting to ensure data availability for project analysis
• Escalate and assist in resolution of the mapping of data between systems, ensuring accurate and efficient data flow
• Recommends adherence targets based on observed patterns and results
• Partner with organization subject matter experts to collaborate throughout the initiative process
• Follow all CDK Global policies and procedures
• Complete all mandatory assigned compliance tasks and acknowledgements
• Meet or exceed all performance expectations
• Hire and train new employees
• Organize workflow and ensure that employees understand their duties or delegated tasks
• Set goals for performance, monitor employee productivity, and provide constructive feedback and coaching
• Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
• Role model company values and leadership expectations

Lead Customer Operations Analyst

Account Manager

• Manage business relationship and program service delivery tied to the agreed upon statement of work
• Organize and run quarterly business updates, weekly program update meetings, and other ad hoc functional client facing engagements
• Collaborate with client on program financial modeling, project-based projections, and monthly/annual financial deliverables
• Facilitate presentment, communication, and approval of OEM program invoices
• Serve as escalation point as needed to help resolve large range of program related inquiries tied to enrollments, data, reporting, billing, invoicing, product, systems, legal, and contracting
• Helps in the negotiation of project resources, deliverables and cost
• Identifies new OEM business opportunities, facilitates executive level engagements and works closely with sales, customer success, and product teams to expand account penetration, increase tool engagement, and accelerate revenue growth across assigned territories.
• Compile forecasting, planning, modeling, invoice presentations, etc. with finance teams
• Interface with client and internal contract teams as needed for buy-sells, conversions, terminations, and related internal change administration
• Work with internal teams to develop, implement and maintain processes and program service levels
• Cultivate and close new strategic opportunities within the existing customer base by understanding dealership workflows and aligning the Service Lane Tool’s capabilities to deliver measurable value
• Manage contract renewals for assigned programs
• Partner with product & technology teams for new feature development and prioritization
• Manage new SOW and CR development, internal approvals, and execution
• Ensure CDK compliance with client technical requirements
• Collaborate with product owners and functional teams for installation and ongoing support as new features released
• Support internal teams with successful pilots, launches, pricing, dealer adoption and communication, implementations, and ongoing support
• Provide program dashboards that provide quick, clear visibility of program status and performance

OEM Account Manager – Service

Sales

• Uncover dealer prospect needs and challenge client to maximize their business results by embracing CDK solutions.
• Consistent sales calls 80% face to face with dealerships 80% travel required, overnight travel.
• Daily communication with channels.
• Daily communication with management.
• Monthly conference call with Sr. Director of Sales.
• Engage in solution sales process.
• Manage overall account relationship.
• Close business achieving assigned annual quota credit.
• Ensure competitors do not penetrate accounts.
• Data analysis to include total dealer spend.
• Assimilate product & technology knowledge to configure and quote product solutions.
• Maximize your resources by engaging the full breadth and depth of CDK channel partners.
• Gain quick access to key decision maker.

Account Sales – Automotive Software

Business Operations

• Leverage expertise in Fixed Operations, Service Pricing, and CDK Service to ensure system configurations align with client business requirements and industry best practices
• Customize Service Pricing based on client needs
• Provide ongoing consultation to dealership management on pricing strategies and system utilization
• Conduct 30-day sustainment reviews to ensure system accuracy, adoption, and performance
• Analyze performance reports against benchmarks to identify improvement opportunities and drive business outcomes
• Manage client engagements, including scheduling and facilitating calls via Outlook, Microsoft Teams, PSA, and Salesforce
• Track, update, and complete assigned tasks within Salesforce in a timely manner
• Collaborate with peers and cross-functional teams to ensure successful project delivery
• Stay current on automotive retail trends and apply insights to client engagements
• Support team members in achieving both individual and team performance goals

Business Process Consultant – Service Pricing

Manager

• Manage administration of self-funded health & welfare and 401k retirement benefit plans, and ancillary perk programs for U.S., Canada, and Puerto Rico
• Manage vendor partner relationships, vendor contracts, compliance requirements and invoicing
• Emphasis on 401k retirement plan compliance activities, reporting, documents, filings, and audit processes
• Analyze benchmarking information, internal data, and strategize with vendors and leadership on benefit offerings to deliver market competitive, innovative and cost efficient programs that engage and attract talent
• Lead benefits projects including U.S. benefits annual enrollment, annual 401k audit, and other benefits compliance activities including discrimination testing, ACA, plan document and SPD updates, 5500s and more
• Lead implementations of new plans, vendors, processes, and systems as needed
• Work on special projects as required, including, but not limited to, acquisitions, benefit program additions or changes, etc
• Collaborate regularly with Payroll, Finance/Accounting, HR Operations, HR Technology and external providers to ensure accurate and efficient administration and processes
• Resolve escalated issues, concerns, appeals, and claims with external help from vendors/partners in partnership with the Benefits team
• Develop and deliver training for teammates, managers, and HR partners on benefits programs, best practices, and related processes and procedures
• Identify and implement process improvements across the team that increase efficiency, drive a better employee experience & engagement
• Lead and develop 2 internal reports including performance management, coaching, and career development
• Maintain current knowledge of global benefits compliance and regulations, in partnership with external resources, and stay apprised of upcoming changes.

Manager, Benefits

• Lead virtual and on-site consulting engagements with dealership Parts and Service departments.
• Conduct comprehensive operational assessments covering Advisor workflows, Technician productivity, Inventory controls and reconciliation, Efficiency and pricing review.
• Identify inefficiencies, risks, and opportunities, and develop tailored improvement roadmaps aligned with CDK best practices.
• Educate dealership leadership on operational best practices that improve warranty recoverability and long-term reimbursement sustainability.

Senior Business Process Consultant

Product Manager

• Assists in shaping individual product strategy & in the creation of relevant business cases
• Accountable for the full product lifecycle from ideation to end-of-life
• Responsible for determining interdependencies in the broader CDK product lines & ecosystem
• Voice of the customer & market for the product organization
• Ensures that user personas & product requirements are defined and reflected in user stories
• May also own and/or assist in Epic development
• Working with Scrum Master and agile team on backlog grooming and ensures that timely decision making on product requirement trade-offs
• Conducts complex & important work
• Operates with moderate supervision, little instruction on day-to-day work & general instruction on new projects
• Analyzes solutions using standard procedures
• Maintains awareness of competition & product differentiators
• Continuously builds product management skills
• Leverages industry, org, customer knowledge to interpret & drive internal/ customer requirements
• Leads product requirements & works daily with agile team(s) defining users stories/Features (Epics)
• Acts as a resource for junior staff (peer-to-peer)
• Translate product vision into prioritized & deliverable Features (Epics) and user stories (based on feedback from dealers/customers & analysis of user & buyer personas) to deliver differentiated customer outcomes
• Manage the backlog for sprint teams, partnering with R&D/scrum master in prioritization, supporting full lifecycle from definition, beta, showcase & retrospectives
• Participate in AI Native development practices
• Work with product marketing to develop product’s value proposition, features/benefits
• Monitor & adapt to key product success metrics (e.g. adoption, profitability, NPS, market share growth)
• Invest in gaining expertise of the market, user personas, functional & domain knowledge
• Develop & prioritize the Features (Epics) & user stories based on user/market requirements, strategy & business plan
• Support business case development
• Collaborate with other Product Managers to ensure the product remains aligned with overall CDK product strategy & deliverables.

Senior Product Manager

Account Executive

• Aggressively acquire new business strengthening and influencing key automotive dealer relationships.
• Create activity by cold calling into competitive accounts daily.
• Identify and define growth opportunities in the market for the business.
• Develop an overall sales plan and forecast sales results for both the short and long term.
• Accountable for generating significant revenue and profit growth utilizing a disciplined and process-oriented approach.
• Set clear, measurable performance goals to achieve assigned sales quota.
• Interface and work with internal teams through the sales and implementation process.
• Responsible to ensure all client information is entered into salesforce.com in a timely manner.

Account Sales Executive – Automotive Software

• Provides primary support to customers encountering problems using the CDK’s products and solutions
• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions
• Facilitates inquiries through systems in order to provide answers to common questions and problems
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters
• Documents customer information and recurring technical issues to support product quality programs and product development
• Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
• Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
• Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
• Troubleshoots problems with malfunctioning software applications and recommends corrective action
• Directs and guides clients through resolution of technical issues
• Submits requests for product changes and other custom programming updates
• Practically applies knowledge of CDK case resolution process, policies, and escalation methodology
• Attends training courses as required and stays abreast of evolving internal processes and industry developments
• Provides customer service and remote support services and applies problem solving skills
• Works in a team environment and assists team members on various issues
• Provides other ad hoc support and duties as assigned
• Works in an environment with competing priorities