Kara Roberts Email & Phone Number

As a Customer Success Manager at CDK, I am dedicated to empowering our clients to achieve their business objectives through strategic utilization of our solutions. My responsibilities include: • Collaborating with clients to define tailored CDK solution strategies that align with their specific needs and goals. • Cultivating and nurturing strong, trust-based relationships with dealership management, serving as their dedicated advisor on CDK products and services. • Developing and executing success plans for clients, outlining actionable strategies to drive product adoption and maximize return on investment. • Proactively identifying and mitigating dealership risk factors to safeguard the success of CDK applications and facilitate new opportunities for growth. • Collaborating closely with the Sales team to uncover expansion opportunities and deliver exceptional value to our customers.In this role, I leverage my expertise to ensure our clients optimize their use of CDK solutions, driving tangible business outcomes and fostering long-term partnerships.

As an eLead Account Manager at CDK Global, I held a pivotal role in driving client success and revenue growth across diverse markets. My responsibilities included: • Managed 140+ accounts across California, Idaho, Montana, Oregon, and Washington, optimizing performance to align with dealers' goals. • Built strong relationships with dealership owners and decision-makers, driving revenue growth through cross-selling initiatives. • Conducted virtual and in-person CRM training for dealership staff, maximizing product utilization and performance. • Proactively traveled to clients to foster relationships and ensure product optimization and client satisfaction.In this role, I combined strategic insight with hands-on client engagement to deliver exceptional value and drive impactful outcomes.

Northern California & Colorado

As a Marketing Consultant at Sonic Automotive Fixed-Ops, I played a key role in driving business growth and optimizing marketing strategies: • Contributed to an 11.4% gross increase in customer pay service repair orders from 2018 to 2019. • Led service marketing portfolios for 14 automotive dealerships across 7 different OEM brands in Northern California and Colorado. • Provided strategic guidance on advertising spend to maximize return on investment across various channels. • Developed and executed marketing plans to increase customer traffic into service drives. • Managed multiple vendors across SEO, SEM, social media, email, and mail marketing channels. • Established a streamlined reporting process to communicate marketing channel performance and recommendations to VPs effectively.In this role, I played a pivotal role in enhancing marketing effectiveness and driving business success across diverse markets.

Mercedes Benz Of Walnut Creek

As the Marketing Director at Mercedes Benz of Walnut Creek, I led initiatives that significantly boosted market share, reputation, and customer loyalty: • Elevated market share from 14% (2014) to 24% (2017) in a competitive 7 Mercedes-Benz store market. • Organized 50+ marketing events to enhance dealership reputation and drive sales. • Represented the brand as a PR rep, fostering community partnerships and influential relationships. • Managed a team of three, delivering customer-centric solutions and building strong relationships. • Introduced a customer loyalty program, enhancing retention and advocacy. • Directed annual marketing plans and budgets to align with strategic objectives. • Optimized digital marketing channels, contributing to the Mercedes-Benz Dealer Recognition Award for three consecutive years (2015-2017).

Mercedes Benz Of Walnut Creek

As the Sales Customer Relations Manager at Mercedes Benz of Walnut Creek, I spearheaded initiatives that elevated customer satisfaction and bolstered our online reputation: • Attained the highest Customer Satisfaction Index (CSI) score among all Mercedes-Benz stores in our market (7 MB stores). • Significantly enhanced online reputation across platforms, elevating Yelp ratings from 2.6 stars to 4.4 stars, Google+ from 3 stars to 4 stars, and Facebook from 3 stars to 4.2 stars. • Innovated a new CSI process to effectively manage sales customer feedback, leveraging historical data and trends to drive continuous improvement. • Delivered insightful trend reports and actionable recommendations by meticulously monitoring metrics and scores, enabling teams to proactively enhance customer satisfaction throughout the sales journey. • Revamped the sales team's incentive plan, aligning it with CSI scores and online reviews to incentivize behaviors that prioritize customer satisfaction and service excellence.

1301 Parksidedrive Walnut Creek Ca 94596

• Implemented a successful communication process with the service advisor to increase customer satisfaction. • Monitored customer satisfaction during and after service and recommended changes in processes to increase positive customer feedback

Walnut Creek

As a marketing intern for Mercedes-Benz of Walnut Creek I assisted in planning and organizing a launch event for the new Mercedes-Benz 2014 CLA model. As well as independently managed and launched a promotional event to increase sales to the service department.

Walnut Creek, Ca

• Launched a successful internal courtesy vehicle rental system to replace Enterprise for all service customers and managed a courtesy fleet of over 90 Mercedes-Benz vehicles

Mercedes Benz Of Walnut Creek

• Created positive first impressions through the check in process, taught advanced vehicle technology, and achieved overall customer satisfaction

Marina Del Ray

• Coordinated marketing events to obtain new patients and assisted in preparing client records for billing

Concord Honda

• Provided exceptional customer service and direction through phone and face-to-face interactions

Master Of Business Administration - Mba

I am currently pursuing my Master of Business Administration (MBA) degree at the University of Arizona Global Campus, with an anticipated.

Business Administration (B.S.), Marketing

My Bachelor of Science degree in Marketing from San Francisco State University provided me with a solid foundation in strategic marketing.

Mercedes-Benz Product Concierge Certification, Mercedes-Benz

I am proud to hold the Mercedes-Benz Product Concierge Certification, a rigorous training program that equips professionals.

High School Dipoloma, Photography

Activities and Societies: Clayton Valley Arts Academy - Majoring in Photography, Walter Polo, Swimming, Soccer, Track and Field