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Manager, Client Services

Cincinnati, OH, US, 45212

71521

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

CDK’s Computerized Vehicle Registration (“CVR”) business is looking for a dynamic individual to fill the role of Manager of Client Services.  This is not just a call center role but is an opportunity to help customers overcome processing and technical challenges so they can optimize the use of the CVR application and efficiently register vehicles.  The Manager of Client Services has the opportunity to create an environment that promotes world class service with a charismatic team. The ideal candidate will truly enjoy building relationships both internally and externally and get excited about digging into find solutions to our customers’ most upmost complex challenges.  While driven to achieve their own individual goals and highly self-accountable, must also enjoy working collaboratively as part of a team.  

 

 

Position Responsibilities & Essential functions

 

  • Develop deep understanding of product functionality and capabilities, advise leadership on recommendations for improved Client Services processes and systems to meet the needs of our fast-growing company.
  • Collaborate with the Director of Operations to ensure a smooth transition from implementation to customer support.
  • Collaborate with the Manager of Training to develop and refresh customer support team training to ensure the team has the right knowledge and skills to provide the highest level of customer satisfaction and customer retention.
  • Collaborate with the Director of Sales to differentiate customers and the appropriate level of service,
  • Collaborate tithe product and research and development teams to resolve and minimize the impact of incidents.
  • Monitor, analyze, and report on key data through the development of appropriate metrics which measure the performance of the client service team.
  • Continuously improve team and internal customer engagement.
  • Communicates (written & Verbal) frequently with internal clients, senior leadership and external customers including Dealerships.
  • Lead a large client services team for Tier 1 & Tier II support, define, achieve and improvise SLAs.
  • Expected to recruit top talent via behavior interviews and ensuring every new hire’s onboarding experience has a positive impact on their start to a rewarding career at CDK.
  • Lead, develop, and coach your team in support of reaching their maximum potential; coordinate internal training, and manage career path of associates.
  • Responsible for overall performance of the customer support team(s).
  • Responsible for reviewing staffing and scheduling resources to ensure optimum customer satisfaction and achievement of quality and service level targets
  • Proficiently navigate amongst CDK/CVR-proprietary software, as well as Microsoft Office Suite

 

Qualifications & Job Requirements

  • Undergraduate degree or equivalent experience required
  • 3+ years of direct Management responsibilities
  • Previous customer support experience in a technical environment required with proven experience leveraging deep software application knowledge
  • Strong Interpersonal skills including a demonstrated ability to partner and manage relationships across multiple functional areas.
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Demonstrated passion for excellence with respect to treating and caring for customers.
  • Strong coaching and leadership skills, ability to motivate employees and maintain a positive work environment where all employees can maximize their job satisfaction and productivity
  • Able to clearly articulate objectives and rules of engagement to build a cohesive team
  • Possess a strong work ethic and team player mentality
  • Extremely organized and highly motived to improve processes towards efficiency and customer satisfaction
  • Strong troubleshooting, problem solving, and conflict management skills.
  • Use of analytical, organization, and observation skills that demonstrate the ability to grasp concepts or needs, and organize, implement and manage programs/solutions.
  • Able to effectively present information and respond to questions from groups of managers, customers, and others.
  • Ability to succeed in a competitive, high-performance work environment
  • Be a self-starter, able to work independently and collaboratively
  • Ability to make judgment calls in the best interest of customers, employees, and CDK

 

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.  

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