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.
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