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Work Background
CDK GlobalRegional Manager of Customer Success
Jan. 2022- Leadership: Directed a team of 15 customer success managers across Eastern U.S., guiding them through the transition to a comprehensive customer success model for CDK DMS and layered applications.
- Revenue Management: Oversaw the retention and growth of approximately $56 million in monthly recurring revenue (MRR).
- Strategic Implementation: Spearheaded key strategies to enhance customer retention and drive MRR growth, including personalized customer engagement plans and proactive issue resolution.
- Team Development: Provided mentorship and development opportunities for the customer success team, fostering a high-performance culture and ensuring alignment with organizational goals.
- Cross-Functional Collaboration: Worked closely with product, sales, and support teams to ensure seamless service delivery and continuous improvement in customer experience.
- Performance Metrics: Achieved notable improvements in customer satisfaction and retention rates, contributing to the overall success of the customer success initiative.
- Development: Developed metrics used to guide the CSM team, developed success plays, playbook materials, and process guides for the overall customer success team.
CDK GlobalLead Customer Success Manager - Enterprise Accounts
Dec. 2016 - Jan. 2022Valdosta, Georgia- Account Leadership: Successfully managed a large enterprise account for six years, overseeing the entire client lifecycle from initial implementation to ongoing growth and satisfaction.
- Team Management: Directed a team of dedicated field and support associates, ensuring seamless service delivery and client support.
- Data Management: Utilized SQL database expertise to develop custom reporting solutions and establish remote databases, enhancing the team's data capabilities.
- Training & Consulting: Conducted on-site training and consulting sessions with dealership personnel to optimize the use of company tools, driving significant business growth.
- Relationship Building: Fostered strong relationships with top corporate executives and store-level leadership, positioning the company as a trusted partner.
- Revenue Growth: Led the account management team in achieving consistent upsell success, contributing to substantial monthly recurring revenue (MRR) growth.
CDK GlobalSolutions Architect
Jan. 2015 - Dec. 2016Destin, Florida, United States- Data-driven solutions that allowed the dealer to grow their business
- Focus on top billing and enterprise accounts such as Lithia, MileOne, Hendrick, Penske
- Our team organized and led the successful roll-out of Hendrick Automotive onto Elead1One solutions
- Trained other departments throughout the organization
- Learned to troubleshoot issues and provide solutions using Microsoft SQL, XSL, and other code
- Report directly to the owner
CDK GlobalNational Trainer
Aug. 2011 - Jan. 2015Valdosta, Georgia, United States- National Training and Solutions manager for CRM, desking, BDC solutions, data mining, marketing, and more. - Consistently retain 96%+ of billable dollars trained. - 2013 Overachiever Award Winner
- Involved with the top groups' sales process, advertising, database management, compliance, customer relationship management, other vendor relationships between ELEAD and the dealer, and any other necessary tweaks to make the #1 CRM, Desking, Data Mining tool work for you to sell more cars for more money.
- Worked with training team to install some of the nation's largest automotive groups
Toyota of GreenvilleBusiness Manager
May. 2011 - Aug. 2011Greenville, South Carolina AreaF&I manager of the #1 Toyota store, maintained above-average per copy, top compliance, and assisted in training staff.
Spartanburg Dodge, Inc.Sales and Finance Manager
Feb. 2010 - May. 2011Spartanburg, South CarolinaHeld multiple hats including full-time F&I, desk manager; also helped to resuscitate our online presence from completely negative to being one to mimic. Restructured advertising, process training, and compliance for the store to achieve a 277% increase in overall sales. Involved in OEM relationships, audits for compliance, day-to-day sales management and training of 16-20 salespeople, appraising vehicles, etc. Responsible for a 288% increase in F&I PVR and a 635% increase in overall F&I gross profit.
Steve White Volkswagen AudiInternet Sales Manager
Jan. 2009 - Feb. 2010Greenville, South Carolina Area#1 dealer in SC/NC "King of the Carolinas," breaking records and growing in a slump economy. Brought sales from 10 cars per month to 50+ cars per month while maintaining a $200 cost PVR through the department. Responsible for hiring, training and developing a team of BDC/Internet specialists. Involved directly in producing and managing digital marketing (SEM, SEO, microsites, 3rd party vendors, etc).
Benson Cadillac-NissanInternet Sales Manager
Dec. 2004 - Jan. 2009Spartanburg, South CarolinaStarted the internet operation from a one-man show to 30% of overall business. Top producer, also assisted the used car manager. Youngest person in the automotive industry to amass more than 1 million views on YouTube in the automotive segment.
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