Solutions Performance Manager

Performance Manager / Product SME, Dealer Solutions Account Management SME expert in one of: DMS, CRM, Service or Marketing

Employment Type:

Full-Time

The Solutions Performance Manager / Product SME for [Product] is a dealership operations and product expert responsible for ensuring customers achieve maximum value from their [???] inset DMS, CRM, Service, and Marketing. They work side-by-side with Account Managers to:
Drive product adoption Deliver performance improvement recommendations Optimize dealership workflows Provide training, insights, and best practices Support renewal and expansion by demonstrating measurable results This role is highly consultative, hands-on, and data-driven, acting as the "product and performance engine" for the territory.

• Leadership in assigned Platform (DMS/CRM/Service/Marketing) Ensure customers fully adopt and use their contracted solutions, including:
• DMS workflows:
  Service, Parts, Accounting, Inventory, Variable Ops
• CRM workflows:
  Lead handling, BDC processes, showroom tracking
• Service operations:
  Lane check-in, scheduling, inspections, tech productivity
• Marketing solutions:
  Campaign automation, retention journeys, equity mining, reputation
• Conduct usage audits and work with customers to close adoption gaps.

• With Account Manager, analyze dealership performance metrics and translate them into actionable recommendations.
• Lead on-site or virtual coaching sessions focused on improving:
• Technician efficiency & labor hours
• Lead response times, appointment set ratios, and close rates
• Service retention, upsell capture, and multi-point inspection usage
• Marketing ROI and customer lifetime value
• Deliver scalable workflows, playbooks, and best practices tailored to dealership size.

• Focus on customer operational performance and adoption.
• Dealerships visits will be coordinated by the Account Manager, who maintains primary ownership of the customer relationship.
• Participate in QBRs with Account Managers to present data, performance insights, and product roadmaps.
• Provide clear ROI storytelling that ties product usage to KPI improvements.
• Build strong relationships with dealership stakeholders (GMs, Fixed Ops Directors, Service Managers, Sales Managers, BDC Leads, Marketing Managers).

• Monitor usage dashboards, performance KPIs, and adoption analytics to identify trends and prioritize accounts.
• Deliver clear, data-backed recommendations and action plans.
• Maintain documentation of customer progress, including training logs, KPIs, and next steps.

• Provide Product and Engineering teams with field insights related to:
• Feature gaps
• Integration requests (e.g., DMS, CRM, OEM tools)
• Workflow challenges
• Competitive intelligence
• Work with Support and Professional Services to resolve technical issues impacting adoption.
• Partner with Marketing to share customer success stories and support case studies.

• Coordinate with Account Managers to support renewal readiness by driving proactive value realization.
• Prioritization for Adoption, At Risk Customers, Strategic Accounts.
• Recommend prioritize on which accounts need on-site vs. virtual engagement.
• Assist with onboarding workflows for new rooftops added through expansion.

• 3-7+ years' experience in automotive SaaS, dealership operations, training, or consulting.
• Strong working knowledge of dealership processes across fixed ops, variable ops, CRM, and marketing.
• Hands-on experience with one or more automotive technologies (DMS, CRM, service scheduling, marketing platforms).
• Excellent skills in coaching, training, process improvement, and data analysis.
• Ability to communicate complex workflows clearly to dealership users and leaders.

• Familiarity with major DMS providers (CDK, Reynolds, Dealer track, Tekion).
• Experience with CRM platforms (Elead, Vin Solutions, Dealer Socket, etc.).
• Background in BDC operations, service lane management, or dealership marketing.
• Prior experience in a Product Specialist, Trainer, Consultant, or Fixed Ops role.
• Proven…