Manager, Business

Overview

The Performance Manager is expected to build and maintain relationships with external clients and ensure client needs drive priorities, decisions, and activities to achieve success through product utilization, product upgrades, group harvest sales, and revenue retention. The Performance Manager owns the client relationship on behalf of the company and acts as the client advocate internally by communicating the clients needs to various departments.

The Performance Manager works remotely under limited supervision and is responsible for protecting monthly revenue where no long-term client contracts may be in place. The Performance Manager identifies the level of customer interest in additional products, harvests additional accounts, and expands/upselling product functionality to potentially increase revenue growth across their client base. The Performance Manager collaborates with other Performance Managers to ensure clients with multiple products encounter a seamless and consistent experience.

This is a regional position encompassing Northern Texas, Oklahoma, Western Kansas, and Arkansas however the right candidate may live in the Mountain
, Central
, or Eastern time zone.

• Responsible for external client and revenue retention by working independently to effectively manage the progress and results of all accounts assigned within their portfolio.
• Build upgrade/harvest revenue opportunities and maintain relationships with a portfolio of clients to ensure client goals are the driving force behind priorities, decisions, and activities with a portfolio of clients and ensure customers needs are the driving force behind every priority, decision, and activity. Will carry a full and/or complex account load.
• Retain clients by engaging with each client through virtual screen share engagements and occasional onsite visits that increase product utilization, improve processes and client goal attainment to drive valuable insights to increase product utilization and improve the clients business processes and help them meet their objectives.
• Build and develop strong working relationships with clients and all client staff at all levels from within the dealership.
• Work with 'at risk' clients, using consultative strategies to identify and develop an action plan to turn around and retain the relationship.
• Identify key barriers and core problems with their clients situations preventing them from meeting business objectives. Use independent thought and problem-solving skills along with strategic insight to make recommendations to accomplish client goals.
• Demonstrate responsiveness to client contact and provide guidance they need, not just what they ask for. Prove the ability to influence clients on how to use and leverage the capabilities of the product to meet their business objectives.
• Monitor and analyze account performance and trends to determine adjustments to dealer expectations/goals/objectives in order to achieve results.
• Closely monitor system 'red flags'/emergencies with clients and take immediate action.
• Improve existing processes & systems using conceptualizing, reasoning & interpretation during engagement with clients.
• Responsible for maintaining product knowledge and trainings, including new releases and enhancements to products in their direct area of responsibility.
• Work Independently to identify and moderate complex issues.
• Conduct analysis using independent thought to make recommendations to clients to build ROI in the software.
• Serve as a point of assistance to new or lower-level PMs through job shadowing. May provide general guidance/direction or train new or less experienced performance managers.
• Perform full range of performance management responsibilities that typically require processing and interpreting, more complex, less clearly-defined client issues.
• Consistently able to maintain client relationships and internal metrics.
• Assist with or own special projects including but not limited to Dealer workshops/webinars, product ownership, new hire training, and attending outside vendor events (NADA, Digital Dealer, etc.).
• Complete internal tasks and trainings in a timely manner.
• All other…