Job Title: Manager, Customer Success Engagement

Job Summary:

As the Manager, Customer Success Engagement, you will play a crucial leadership role in establishing the Customer Success Engagement team and managing end-to-end customer engagement programs, overseeing an Engagement Program Manager and ensuring the seamless execution of key responsibilities. From initiating the request for deliverables and designing communication flows to building designs in Totango (Customer Success Management platform) and conducting rigorous content and design QA, you will lead the charge.

Collaborating closely with the Customer Success Operations team, your strategic focus includes obtaining stakeholder approvals, managing the transition to production, overseeing production system tests, and successfully navigating the program through the go-live phase.

Responsibilities & Essential Functions:

Collaborate with cross-functional teams to initiate and gather requirements for customer success engagement programs:

• Define project scopes, objectives, and timelines with a strategic focus.

• Develop comprehensive communication plans tailored to the CDK Customer Success journey
• Innovatively design communication flows to optimize customer interaction and satisfaction.

Collaborate with Customer Success Operations and other internal stakeholders to Build and QA Design within the Customer Success Management platform (Totango):

• Utilize Totango Sandbox to lead the development and visualization of engagement program designs.
• Implement and customize Totango features to align with program objectives and strategic goals.

• Oversee rigorous quality assurance checks on content and design elements to ensure precision and effectiveness.
• Address and rectify any inconsistencies or errors in the deliverables.

• Facilitate communication and collaboration among stakeholders, including managing an Engagement Program Manager, to obtain necessary approvals.
• Ensure alignment with customer success strategies and secure stakeholder signoff.

Manage Engagement Program Manager:

• Provide leadership and guidance to an Engagement Program Manager, fostering their professional development and ensuring effective collaboration within the team.
• Oversee their execution of key responsibilities in line with the broader customer engagement strategy

Oversee the successful launch and deployment of customer engagement programs:

• Coordinate the seamless transition of approved deliverables from development to production.
• Collaborate with relevant teams to address technical or operational requirements

• Conduct comprehensive system tests to validate the functionality and performance of engagement programs in the production environment.
• Address and resolve any issues identified during testing.

• Oversee the successful launch and deployment of customer engagement programs.
• Monitor key performance indicators to ensure the program's effectiveness post-launch.

Qualifications:

• Proven experience in leading end-to-end customer engagement programs, demonstrating strategic thinking and effective collaboration with cross-functional teams.
• Proficient in utilizing Totango or similar Customer Success platforms (Gainsight, Churnzero, etc.) for designing and customizing engagement program features to align with strategic goals.
• Strong background in developing comprehensive communication plans and innovative communication flows tailored to specific customer success journey
• Demonstrated ability to facilitate communication and collaboration among stakeholders, obtaining necessary approvals and ensuring alignment with customer success strategies.
• Leadership skills in managing and mentoring a team, with a focus on fostering professional development and ensuring effective execution of key responsibilities.

Salary Range: $110,000 to $125,000

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)
• 401K Matching Program
• Tuition Reimbursement

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.