Non-Client-Facing CSM (India):
Resource Plan & Role Definition
Purpose of the Role:
The Non-Client-Facing CSM (India) will deliver critical operational, analytical, and automation support to the Heavy Truck (HT) and Universal Products (UP) pool teams.
Unlike client-facing CSMs who own customer relationships, this role strengthens the operational backbone of the pooled model by:
Reducing manual workload for Pool CSMs
Owning non-client-facing operational inquiries and requests
Managing workflows across tools (Totango, Salesforce, Power BI)
Ensuring data integrity and automation with the support of CS operations
Providing insights and reporting that improve adoption, health, and retention outcomes.
Core Objectives:
Enable and reinforce the operational foundation of the Pool CSM model by executing non-client-facing standardized processes and workflows defined by CS Operations.
Reduce manual effort for Pool CSMs by identifying repeatable tasks, supporting approved automation initiatives, and ensuring consistent execution.
Improve visibility into client trends, health, and risk by producing reliable, timely reporting and surfacing actionable insights.
Maintain operational data hygiene across client records, tags, segments, and workflows by monitoring accuracy and escalating structural issues to Ops.
Partner with digital customer success to enable digital customer engagement to supplement pooled coverage.
Responsibilities & Essential Functions:
Engage with Pool CSMs and Sales partners to support alignment on success outcomes and KPIs for Pooled accounts within assigned projects or initiatives.
Monitor and validate data accuracy across Totango, Salesforce, and internal systems, escalating systemic issues or required structural changes to CS Operations.
Partner with digital customer success and CS operations to build and execute digital engagement workflows for Pooled Accounts.
Support Pool CSM execution by preparing insights, shared assets, and enablement materials that improve speed, consistency, and coverage.
Prepare data and insights for EBRs, leadership reviews, and planning discussions.
Partner closely with CS Operations, Analytics, and Product teams to support initiatives, pilots, and enhancements without duplicating ownership of tooling or governance.
Identify repeatable, manual Pool workflows and recommend automation opportunities; implement approved automations to reduce CSM operational burden.
Support experimentation and AI-driven initiatives by preparing data, monitoring outcomes, and documenting learnings for scale decisions.
Qualifications:
Minimum 3 years of account management, or customer success experience.
Proven ability to manage multiple priorities across a broad client base with strong organizational and communication skills.
Experience with CRM or Customer Success platforms (e.g., Salesforce, Totango).
Working knowledge of CDK applications and familiarity with the automotive industry preferred.
High sense of urgency and ability to handle escalations with professionalism and empathy.
Strong written and verbal communication skills.
Excellent time management and ability to execute to deadlines in a dynamic environment.
Experience in SaaS Customer Success or a pooled customer engagement model preferred
Familiarity with CDK’s org structure, solutions, implementation, and service models.
Knowledge of automotive dealership operations or software workflows.
3+ years of automotive or SaaS and digital operations experience preferred.
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.
CDK is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at
accommodations-ext@cdk.com
.
Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.
