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The Scaled Customer Success Analyst will engage with CDK products, develop strategies to enhance customer success, utilize customer data for engagement campaigns, identify at-risk clients, and collaborate with teams for success metrics analysis. A strong background in client services and communication is essential.
Position Responsibilities & Essential Functions
- Familiarize yourself with the full suite of CDK products, business benefits to our customers and utilize that knowledge to help build out scaled engagement strategies to drive success for our customers
- Become an expert on new CDK products and enhancements to assist in scaling the awareness and adoption of these tools and features
- Identify opportunities to increase product utilization and overall product value
- Utilize customer data to identify trends and suggest ideas for campaign engagements throughout the customer journey across the CDK software suite
- Assesses dealership risk factors, identifies scaled risk mitigation strategies to ensure continued success of CDK applications and new layered application opportunities
- Partners with CDK teams to create benchmarks and analyze success metrics for content delivery
- Successfully identifies early at-risk indicators for mitigation via scaled outreach
- Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers
- Utilizes Totango and Salesforce to document engagement and content ideas
Qualifications and Job Requirements
- Minimum 4 years of client services, marketing or analyst experience. B2B or account management in a similar industry.
- Highschool diploma, BA/BS Preferred
- In-depth knowledge of variable dealership operations or in training dealer staff on software applications and process
- Experience with Salesforce and Customer Success tooling (Like Totango)
- Experience with analytics and usage data metrics in Aha! or Amplitude
- Strong communication skills with peers as well as clients, both oral as well as written Ability to work as a team member with limited supervision
- Time management and completion of tasks to a definite deadline
- Excellent analytical skills to accurately assess and respond to customers at scale
- Familiarity with CDK's org structure, solutions, implementation and service models
- Some automotive knowledge (Areas of the dealership and Dealer workflows)
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.
Top Skills
Aha!
Amplitude
Salesforce
Totango
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