Andy Warner

Ecommerce Director

CDK Global

- Lead a team of Customer Success Managers.
- Team is responsible for over 1,300 accounts and over $50M TCV

Manager, Customer Success

- Responsible for leading the strategy to grow the company’s impact as a strategic partner to over 1,500 minority automobile dealer accounts.  
- Responsible for engaging and growing market share with OEMs, minority dealer associations and other industry partners.  These groups include: National Association of Automobile Dealers (NAMAD); General Motors Minority Dealer Association (GMMDA); Chrysler Minority Dealer Association (CMDA); Ford Minority Dealer Association (Ford MDA); and Toyota Lexus Minority Owner Dealers Association (TLMODA).
- Partner with CDK's Diversity and Inclusion division to support CDK's inclusive culture, including talent identification, community engagement, and CDK's supplier diversity programs.  This includes the Fueling Careers Scholarship Program, a collaboration between CDK Global and NAMAD.

Partnership Development Executive, Minority Dealers

- Supervised a team of  Customer Success Advocates aligned to the east, midwest and southern regions of the United States.  
- Trained and developed Customer Success Advocates to promote retention and loyalty.
- Worked closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction with the goal to increase revenue and retention.

- Advised Nissan Motor Company on their lead management strategy and digital sales operations at Tier I.
- Consulted with Nissan dealerships on developing digital training objectives for Market Areas and Regions at Tier III.
- Responsible for increasing internet sales for assigned areas in Nissan’s dealership network.
- Advised CDK Global’s SEO team on improving their customer retention and sales processes.
- Created consulting product packages for CDK Global’s digital retailing and digital operations product offerings.

Performance Improvement Consultant

- Led a national team of 30 automobile dealership consultants.  The team drove the utilization of internet leads, lead response time, sales close rate, and digital marketing/advertising training for Ford and Lincoln Dealers for the United States.
- Advised key business partners at Ford Motor Company and Ford Direct on digital marketing KPIs.
- Worked with regional and market area Sales/Parts/Service Field Teams coordinating site visits, e-business updates, conducting regional symposiums and executing national training projects.

Sr Manager, Ford / Lincoln Consulting & Training

3 Birds Marketing LLC

Helping the automotive industry improve their email, social, search and other digital marketing strategies.

Director, Automotive

Tonkin Family of Dealerships

Managed internet sales processes for 17 store dealer group.  
Ward's eDealer Top 10 group

LorMar Auto Group

• Manage 2 Ford, 1 General Motors franchised and 1 used internet sales departments 
• Manage internet sales strategy (sales, service and fixed operations)
• Coordinate all internet promotions, marketing and communications 

Accomplishments: 
• Digital Dealer magazine cover story March 2008 
• Speaker at Association of Automotive Internet Sales Professionals (AAISP)'s national conference, April 2008
• National Top 60 Ford e-dealer
• National Top 100 Ford dealer

Digital Marketing Director

Dealer Specialties, Inc.

• Key contact for company’s 2000+ website partners (i.e.Autotrader.com, Cars.com, Cobalt, Reynolds Web Solutions) 
• Managed team of developers responsible for internal technical enhancements requested by business partners
• Responsible for aligning company's technical roadmap with website partners and OEMs’s product roadmap 
• Managed compliance standards based upon licensing agreements with website partners

Accomplishments:
• Assisted in creation of GetAuto.com Used Vehicle Index measuring trends in national automotive market
• Facilitated business development focus groups for sales managers 
• Led team that decreased export process from 4 hours to 30 minutes

Data Partner Manager

Procter & Gamble

Contractor

Cincinnati Children's Hospital Medical Center

Business Development Associate

Strategic SaaS leader with success growing marketing, sales, customer success & operations teams 💻 | Expect content to help you start your day awesomely 😊 & education for SaaS professionals to grow in your career 💡

I am an experienced strategic SaaS leader with success growing customer success, operations and sales teams.  The majority of my career has been in the automotive software and digital marketing verticals.  

Currently, I have national responsibility driving the sales and marketing for ethnic minority-owned automotive dealerships at CDK Global.  This represents over 1,500 customers across the United States.  In addition, I drive advocacy, education, support and training for our ethnic minority dealer associations.  

Previously, I have:
- led national consulting teams advising automotive dealerships on sales best practices;
- advised automotive manufacturers on Tier II and Tier III digital marketing strategies to increase lead generation;
- led national top 20 automotive dealer group's digital marketing and digital sales operations;  
- led development teams that managed B2B data transfer feeds;
- published in automotive digital properties and journals regarding automotive retail best practices;
- featured speaker at several national and regional automotive industry events.   

I am highly skilled in relationship building among business partners, customers, and all levels within an organization.  

Also, I have a passion for delivering diversity and inclusion results that drive key business performance metrics.  

Specialties: Automotive retail, CRM management, Customer Success, Internet marketing, lead generation, mobile marketing, sales management, sales operations, SEM, SEO, social media marketing and website development and management

- Responsible for leading the strategy to grow the company’s impact as a strategic partner to minority automobile dealers.  
- Responsible for engaging over 1,500 accounts while maintaining partnerships with OEMs, minority dealer associations and other industry partners.
- Partner with CDK's Diversity and Inclusion division to support CDK's inclusive culture, including talent identification, community engagement, and CDK's supplier diversity programs.

RepairPal

Oversee the National Customer Success / Operations Teams. RepairPal is the leading online marketplace for consumers to find a trusted place to get their cars fixed. Building transparency and trust with our customers one work order at a time!

o	Overseeing the Independent Shops, OEM Dealers and Enterprise Independent Shop network
o 	Directing, guiding and the ongoing development of three critical support areas for the RepairPal Independent Shop network – Enterprise Shop Groups, Support/Operations and Training Teams. 
o	Enterprise Shop Groups: working with large corporate groups across the nation. Working with the team on training, onboarding, account management; all while building solid relationships with C-Suite Executives and their executive teams to working with their individual shops. 
o     Support Team/Operations: working with Support team on all inbound requests and needs of the shop network. 
o	Initiating turnaround timelines and SLA’s to improve our productivity and customer satisfaction. 
o	Implemented outreach and to be proactive to the Shop needs vs. reactively handling issues and concerns. 
o	Training and Onboarding: Guiding the training team on productive and timely onboarding of new Shops to the network; focusing on ensuring that the Shops see the best results and revenue from our Core program to our Partner programs. 
• Retention: building out processes to ensure that cancellations are handled properly with attempts to show and share the value they are not seeing. 
• Outreach Call Campaigns; being proactive vs. reactive with the account base. Developed campaigns to helps Shops see more value in the program, to optimization of landing pages to invite more guests to their Shops for repairs. 
• Refunds and Adjustment overview and accountability; built the reporting, processes to ensure guidelines are followed for success. 
• Lead our mission to find the best and the brightest in the industry, hiring the talented management team.

Director, Customer Success

Shift

Oversee daily operations of two automotive dealerships with 16 direct reports and 100+ total staff. Served on executive leadership group creating sales and revenue roadmaps. (Regional Vice President Executive Team)

● Spearheaded Sales in Portland and Seattle Dealership locations by achieving monthly, quarterly goals to the tune of $50Million dollars. Including vehicles sales and aftermarket product sales
● Led field and sales team restructures from defining roles to creating job descriptions to determining salaries to meet budgetary objectives and sourcing and hiring new sales managers, sales staff, and supporting personnel.
● Full P&L oversight in Portland and Seattle Dealerships
● Identified key team members during inventory acquisition maintaining pipeline in sellable inventory while retooling department.
● Launched new marketing ideas and secured new vendors moving low funnel customers to website.
● Obtained key vendors to decrease new customer costs in Seattle by 15%.
● Designed and introduced new training program to address revolving requirements.

Regional General Manager - Northwest Regional VP Executive Team

TrueCar, Inc.

Directed $15M automotive dealer account portfolio in Alaska, Idaho, Northern California, Oregon, and Washington. Trained all new hires focused on promoting to managers. Surpassed sales goals and servicing strategic accounts in Automotive up and down the West Coast. 

● Surpassed company objectives to move more than 400 automotive dealers into payment and trade program enhancing consumer digital retail experience and decreasing sales friction.
● Brought country's highest-performing trade appraisal tool to Pacific Northwest. Highest sales objectives in the country.
● Achieved 200% to quarterly sales and achievement goals in 2017, 2018, 2019, and 2020.
● Drove Auto Dealer adoption, sales, onboarding with successful high retention of Dealers on the programs/services
● Reduced accounts payable past dues from $500K to $0 within 6 months.
● Built strategic accounts with large West Coast automotive groups.
● Served on mentoring team sourcing and guiding new hire program.
● Investigated and resolved customer/dealer escalations and with very low churn rates
● Spearheaded growth strategies across account base with key major accounts; maximized efficiencies and ROI trough personalized, automated marketing across the car buying journey

Regional Manager

Guided $3M account portfolio. Spearheaded program by assessing customer needs and aligning with company programs and services. Tracked efficiency and productivity by driving teambuilding through empowerment and consultative decision making. Learned customer business needs, goals, and objects to ensure customer satisfaction. Collaborated with automotive dealers to administer key account performance improvements and metrics. Presented company products and services at public events.

● Reached 175-200% of quarterly sales targets.
● Awarded for President's Club in 2017 2019 in recognition of Sales achievement and Service goals.

Client Success Manager 

Chevrolet Buick GMC Puyallup

Determined goals and key performance metrics and managed 12 internet managers. Interviewed, hired, trained, mentored, and advised staff on sales tactics.
● Improved monthly vehicle sales from 25 to 100.
● Transformed team into completely functional business development center.
● Management of sales and finance

Internet Sales Director

Universal Auto Group

Spearheaded operations and training for five dealerships focused on Internet sales, BDC teams, and sales growth within digital marketing. Supervised four staff initiating customer success and consumer lifecycle programs. Designed and deployed critical customer retention activities based on consumer lifecycle needs. Initiated group reputation management program. leadership and guidance to senior leadership, business office, sales management, and key profit center managers.
● Expanded reputation management through social media avenues.
● Enhanced customer lifecycle from time of sale to service drive to customer returning to sales drive for next vehicle
● Revamped business development center.
● Updated training program, secured new CRM tool, and designed and optimized new website featuring consumer digital retail tools (chat feature, trade appraisal tool, payments) resulting in converting customers into leads and raising sales closing percentage  from 9% to 16%
● Management of sales and finance with executive team for the 5 Dealership group

Sr. Manager, Customer Success | Operations & Sales Management

Led customer success and account tasks through digital marketing, SaaS products, and software programs in key agile team setting for start-up technology company. Orientated new customers and led customer success program and business strategies aimed at analyzing customer success and key improvement areas. Determined employee performance goals and key performance indicators for individual contributors and managers. Spearheaded risk and profitability. Oversaw 25 direct reports managing more than 200 overall employees.
● Transferred 4,300 automotive dealers with GM to new website platform in two months ahead of schedule.
● Opened new Detroit office after interviewing, hiring, teaching 100+ people and partnering with senior leadership to negotiate salaries.
● Direct hiring manager for the group; hiring, recruiting and key training initiatives for the group of 200+
kept the team fully functional in hiring and training

Sr. Manager, Dealer Services 

Korum Automotive Group

Spearheaded the Business Development Center for the 5 dealer group 
● Business Development Director and management  
● Supervised sales team 
● Customer Success Management 
● Constructed the consumer lifecycle for the group
● Management of sales and finance

Sr. Manager Corporate Communications | Sales Manager

Sound Ford 

●Spearheaded the Business Development Center for this very busy and large Ford Dealership 
●Accelerated sales growth at the dealership through the Business Development Center 
●Expanded the BDC Center to incorporate Internet Sales and management of these sales deals
●Management of sales and finance
●Launched a full consumer lifecycle to keep and retain customer satisfaction 
●Resolved escalations and issues as they adRise 
●Built the training program for the BDC  
●Hire, manage, train - Team was built to 2 managers and 25 coordinators within the BDC
●Budgetary P&L responsibility

Sr. Director Business Development | Digital Marketing | Internet Sales Manager

✉ bachmannk@comcast.net                  


People who know me well know of my experience in both account management, building teams and dealership management especially in the automotive industry. Always being a true Trusted Advisor to my Customers through solid relationship building; that trust is earned!

People also know and understand my ability to form and grow relationships with sales, service teams and operational departments focused on introducing new products and services. 

Build and management of teams that have thrived in Automotive both in cross functional environments. I have excelled in sourcing, hiring, training, mentoring, and supervising personnel; all while in our new "remote" or "field" team environments.   

I am passionate about the Customer's Success and Performance management,
In a results-driven industry I have the right outlook and strategic ability to work with Automotive Dealers. My ability to build strong relationships, key to negotiating renewals, low-churn and new sales.   

My demonstrated skills include creating, executing processes and procedures that enhance operational efficiencies. Constructed Onboarding and Implementation strategies; building programs that excel customer adoption.

Plus, my background includes guiding tasks from concept to completion ensuring on-time, on-budget, and on-target results with program management.

While this may have primarily been in the automotive industry all my skills are very transferable to all 
Customer Success platforms across different industries.

My Specialties:

Account Management / Relationships with C-Influencers, Dealer Principals and General Managers 
Implement and maintain a positive culture
Challenger Sales Skills and Challenger Coaching 
Develop and implement processes and structures to align with company objectives
Industry Disruptor/effectively implement change
Salesforce/Pipeline Management
Vehicle inventory analysis/Trade in Process
Business Development/Market Analysis
Develop, test and launch new products
Recruit/Train/Mentor/Motivate/Coach
Employee Career Development
Online Marketing Solutions (SEO/SEM, Display,)
Excellent Presentation Skills
Relationship Building/Customer Service
Budgeting/Forecasting/P&L
Tracking Results, Reporting ROI

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Andy Warner

Karen Bachmann ☆

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