Robert L. Hylton Jr
Huntington Station,NY
Summary
A dynamic, results-driven Senior Customer Success Manager and Account Executive with over two decades of experience driving measurable value for automotive dealership partners. Proven track record of enhancing return on investment through strategic KPI-based Success Planning, data-backed Executive Business Reviews, and proactive account management. Skilled in developing high-impact dealer partnerships, identifying growth opportunities, and executing sales strategies that expand product adoption and maximize revenue. Recognized for building trusted executive-level relationships, aligning business objectives with tailored solutions, and consistently delivering strong retention, satisfaction, and portfolio growth.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
CDK Global
10.2023 - Current
- Oversee over 25 franchises with an annual revenue of $30 million.
- Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
- Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
- Tracked customer satisfaction metrics such as product usage, adoption rates, engagement levels, retention rates, and feedback surveys.
- Provided guidance on how to use the software product in order to maximize value from it.
- Collaborated with sales teams to develop strategies for upselling and cross-selling products or services.
- Analyzed customer data to identify trends in usage patterns and behaviors of key accounts.
- Conducted regular check-ins with customers to proactively address any potential issues or concerns.
Dealer Support Manager
AutoFi
04.2022 - 10.2023
- Analyzed business performance data and forecasted business results for upper management.
- Analyzed market trends, customer requirements and competitive strategy to identify opportunities for increasing customer and business value.
- Conducted market research studies and competitive analysis to evaluate current market trends and price strategies.
- Collaborated with team to forecast based on sales and product profitability.
- Recommended product changes to enhance customer interest and maximize sales.
- Trained successful business development personnel to optimize marketing performance and learn industry.
- Delivered benchmarks and comprehensive client campaign reports through assessment of digital analytics compiled from Google Analytics, Open Ad Stream, Facebook Insights and Instagram Insights.
Account Executive
Preferred Warranties
08.2017 - 04.2022
- Used consultative sales strategies to effectively overcome client objections and maximize sales activity.
- Developed sales pipeline by cold-calling, canvassing and obtaining referrals.
- Utilized CRM to collect, organize and manage sales data and customer information.
- Prepared sales presentations or proposals to explain product specifications or applications.
- Resolved customer complaints by offering creative solutions and incentives.
- Remained up-to-date on emerging industry and product standards and trends to reinvigorate accounts.
- Studied and researched competitive landscape and emerging technologies to position brand in marketplace.
- Identified customer needs by asking questions and advising on best solutions.
Area Sales Manager
United Auto Credit
12.2013 - 08.2016
- Analyzed deal structures with F&I and dealership managers to ensure maximum profitability
- Worked closely with assigned Credit Analysts to optimize loans approval and faster funding
- Penetrated new markets by investigating competitor products, services and trends.
- Established productive and professional relationships with key personnel in assigned customer accounts.
- Reviewed customer financial data to ascertain level of risk involved for extending credit.
- Prepared basic and preliminary credit analyses to determine creditworthiness and compliance.
Account Executive
PureCars
01.2009 - 12.2013
- Resolved customer complaints by offering creative solutions and incentives.
- Studied and researched competitive landscape and emerging technologies to position brand in marketplace.
- Increased profitability and revenue by generating over $500,000 in sales.
- Utilized CRM to collect, organize and manage sales data and customer information.
- Used consultative sales strategies to effectively overcome client objections and maximize sales activity.
- Collaborated with key decision makers to identify opportunities and develop ideas to deliver sales results.
- Conducted onboarding process for newly assigned accounts, communicating customer needs and expectations to sales team.
Education
Bachelor of Science - Business Management and Economics
SUNY Empire State College
Saratoga Springs, NY05.2023
Associate of Science - Business Management and Economics
SUNY EMPIRE STATE COLLEGE
Saratoga Springs, NY01.2016
Skills
- Complex Problem Solving
- Documentation and Reporting
- Revenue Forecasting
- Business Analysis and Reporting
- MS Office
- Customer Relationship Management
- Interpersonal Relations
- Negotiation and Conflict Resolution
Certification
Certified Customer Success Manager (CCSM) Level 2
References
REFERENCESAvailable upon request
Interests
COMMUNITY ACTIVITIES: 32 Degree Member of the Scottish Rite Masons
Timeline
Senior Customer Success Manager
CDK Global
10.2023 - Current
Dealer Support Manager
AutoFi
04.2022 - 10.2023
Account Executive
Preferred Warranties
08.2017 - 04.2022
Area Sales Manager
United Auto Credit
12.2013 - 08.2016
Account Executive
PureCars
01.2009 - 12.2013
Associate of Science - Business Management and Economics
SUNY EMPIRE STATE COLLEGE
Bachelor of Science - Business Management and Economics
SUNY Empire State College