Experienced Senior Customer Success Manager – Automotive Industry Expert

At arenaflex, we're on a mission to revolutionize the way our clients succeed in the rapidly evolving automotive industry. As a seasoned Senior Customer Success Manager, you'll play a pivotal role in driving true value for our clients, building lasting relationships, and empowering them to thrive in an ever-changing landscape. If you're a results-driven, customer-centric professional with a passion for the automotive industry, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions for the automotive industry. Our cutting-edge technology and expertise empower dealerships to streamline operations, enhance customer experiences, and drive business growth. With a commitment to excellence and a passion for customer success, we're dedicated to helping our clients achieve their goals and stay ahead of the competition.

Role Description

As a Senior Customer Success Manager at arenaflex, you'll be responsible for working closely with clients to define their strategy around our CDK solutions and ensuring they understand how to utilize our products effectively. You'll be the trusted advisor, guiding clients through the implementation process, identifying areas for improvement, and providing expert guidance to maximize their return on investment.

Key Responsibilities

* Fields questions and directs clients to appropriate support resources, ensuring seamless issue resolution and timely responses

• Maintains pre-established relationships and assists in building new relationships with dealership management, fostering a culture of trust and collaboration
• Demonstrates expertise in CDK products, establishing a reputation as a trusted advisor and thought leader in the industry
• Assesses dealership risk factors and identifies risk mitigation strategies, providing actionable insights and recommendations
• Works with Sales and Marketing to create prospecting opportunities, driving business growth and revenue expansion
• Prepares client-specific reports and presentations for education and growth, showcasing the value of our solutions and services
• Identifies trends and creates solutions for identified gaps using analytics, staying ahead of the competition and driving innovation
• Identifies opportunities and addresses training needs for dealership staff, ensuring they have the skills and knowledge required to succeed
• Makes recommendations and assists clients with industry best practices and solutions, positioning arenaflex as a trusted partner and thought leader
• Drives true value for customers and identifies strategies for retaining “at risk” clients, ensuring long-term relationships and loyalty
• Develops productive working relationships with Lead CSMs and assists where needed, fostering a culture of collaboration and teamwork
• Mentors CSMs on best practices and engages in solutions for client needs, sharing expertise and knowledge to drive success
• Seeks and listens to feedback, demonstrating a positive outlook on work and a commitment to continuous improvement
• Provides recognition to peers and mentors junior staff on risk mitigation strategies, promoting a culture of recognition and appreciation
• Utilizes Totango to document valued-added conversations & engagements with dealer partners, tracking progress and measuring success

Qualifications

* Minimum 5 years of client services, marketing, or sales experience, with a proven track record of success in a similar industry

• B2B or outside sales or account management experience in the automotive industry, with a deep understanding of dealership operations and workflows
• Ability to travel - 50%, with a willingness to adapt to changing circumstances and priorities
• Ability to work and influence across all levels of the dealership, from management to staff, with strong communication and interpersonal skills
• Knowledge of CDK applications, business strategy, and familiarity with the automotive industry, with a passion for staying up-to-date on industry trends and developments
• In-depth knowledge of variable dealership operations or training dealer staff on software applications and processes, with a focus on driving efficiency and productivity
• Proficient in using SalesForce (CX platform as a bonus), with experience in CRM systems and data analysis
• High sense of urgency and ability to handle high-stress interactions, with a calm and composed demeanor under pressure
• Strong communication skills with peers and clients, both oral and written, with a focus on clear and concise communication
• Ability to work as a team member and take ownership of clients, with a commitment to collaboration and teamwork
• Analytical, organizational, and time management skills, with a focus on prioritizing tasks and managing multiple projects simultaneously

Requirements

* Understanding of CDK's org structure, solutions, implementation, and service models, with a deep knowledge of our products and services

• SaaS experience preferred but not required, with a willingness to learn and adapt to new technologies and platforms
• Experience using a CX platform, with a focus on customer experience and relationship management
• Some knowledge of automotive areas (Front-End, parts and service, and Accounting), dealership workflows, and technology industries preferred, with a passion for staying up-to-date on industry trends and developments

Benefits

* Medical, dental, and vision benefits, with a focus on employee well-being and health

• Paid Time Off (PTO), with a generous policy and flexible scheduling
• 401K Matching Program, with a focus on retirement savings and financial security
• Tuition Reimbursement, with a commitment to employee development and education

Why Join arenaflex?

At arenaflex, we're passionate about creating a workplace culture that's inclusive, diverse, and supportive. We believe in empowering our employees to succeed, with opportunities for growth, development, and recognition. If you're a motivated, customer-centric professional with a passion for the automotive industry, we invite you to join our team and be a part of our mission to revolutionize the way our clients succeed.

How to Apply

If you're ready to take your career to the next level and join a dynamic team of professionals who are passionate about customer success, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear your story and learn more about your qualifications. Apply for this job