PITT Client Implementation Manager

Job Description

Accelerate Your Career

Drive global technology

With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers. CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.

Position Summary

Proactive account relationship management with an assigned portfolio of CDK dealerships. The Post-Implementation Consultant serves as the main point of contact providing best in class customer care for recently installed clients, and acts as the liaison between the client and internal cross-functional teams ensuring that all products are set up and functioning correctly. The Post-Implementation Transition Manager, provides training, recommends product, processes, and service enhancements based on the client experience. This role partners with the Post-Implementation Transition Consultants and may provide assistance and mentor less experienced team members.

Position Responsibilities & Essential functions

• Assists customers with defining their strategy around CDK solutions
• Articulate CDK’s vision to enable end to end automotive commerce
• Establish and maintain relationships with dealership management and have a reputation for being a trusted expert on CDK products
• Identify opportunities and create a plan for addressing training needs for dealership staff
• Facilitates meetings, mediates conflicts, and generates new ideas for processes and implementation strategies
• Organizes the Post-Implementation Transition team’s activities, including account assignment, resources and hand-offs to and from other departments
• Produces monthly reports, including KPIs, and sets appropriate action plan to achieve client satisfaction
• Identifies potential contract cancelation threats and provides quality training to dealerships to ensure implementation success; Performs verification seminars to ensure client understanding and correct application of CDK’s products.
• Upsells products and services to dealerships by understanding business needs and CDK solutions
• Ensures assigned accounts transition over to the CAM/Support or Customer Success teams within 90 days after initial install
• Accountable for maintaining pre-established levels of customer retention rates
• Stays abreast of new product offerings and enhancements
• Demonstrate flexibility to the business needs of the team – open to shift changes/swaps, role changes, OT needs, occasional weekend or holiday escalations.
• Other duties as assigned

Qualifications & Job Requirements

• 5+ years of CDK experience in client services or implementation
• 5+ years of retail automotive experience preferred
• Ability to work and influence across all levels of the dealership
• Master level knowledge of salesforce, Vision, Support Channel/DRIVE Help, KB, Apropos and Common Admin
• Strong technical aptitude
• CDK application knowledge regarding Sales/F&I, Accounting, Service and Parts workflows
• In-depth knowledge of front end dealership operations or in training dealer staff on software applications and process
• Ability to influence and effectively communicate at all levels of the organization
• Ability to identify problems, research and analyze the situation, and make appropriate recommendations
• Ability to apply problem solving skills where problems may not be apparent
• Authority to take action deemed advisable or necessary. The results of decisions, actions or advice typically affect operations or short-term situations
• Authority to take whatever problem-solving action is deemed advisable or necessary. May initiate and carry out the action which includes possible concessions
• Proficiency in disseminating information and sharing knowledge at various levels within the company
• High sense of urgency
• Ability to travel 25-50% of time
  

Preferred Attributes & Qualifications

• Bilingual in French or Spanish

CDK Global knows you have passions outside of work. You have family, friends, sporting events, and lots of things going on. That’s why we offer a comprehensive benefits package to not only take care of you but your family as well. All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.