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   **Role Overview** * 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.   **Key Responsibilities** **Product Adoption & Utilization 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. **Performance Improvement & Dealership Optimization** * 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. **Customer Engagement & Value Demonstration**   * 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). **Data Analysis & Reporting** * 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. **Cross-Functional Collaboration** * 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. **Territory Support**  * 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. **Qualifications** **Required** * 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. **Preferred** * Familiarity with major DMS providers (CDK, Reynolds, Dealertrack, Tekion). * Experience with CRM platforms (Elead, VinSolutions, DealerSocket, etc.). * Background in BDC operations, service lane management, or dealership marketing. * Prior experience in a Product Specialist, Trainer, Consultant, or Fixed Ops role. * Proven ability to present insights to executive audiences (GMs, Fixed Ops Directors, Dealer Principals). **Success Metrics** * **Product adoption & utilization levels** across DMS, CRM, Service, Marketing Platforms * **Performance KPI improvements** (service hours, CRM conversion, marketing ROI, etc.) * **Customer satisfaction (NPS/CSAT)** and reduction in escalations * **Impact on renewal readiness** through value demonstration * **Completion of performance engagements** and achievement of customer objectives * **Quality of documentation, reporting, and best practice delivery** * **Competencies** * **Operational Expertise** – Deep understanding of automotive workflows. * **Product Mastery** – Expert-level proficiency in assigned solutions. * **Analytical Mindset** – Uses data to diagnose issues and guide coaching. * **Communication & Coaching** – Clear, patient, and persuasive. * **Customer Empathy** – Understands the daily realities of dealership teams. * **Collaboration** – Works seamlessly with Account Managers and cross-functional partners. * **Execution Discipline** – Organized, dependable, and detail-oriented. * **Travel** * 60- 75% depending on territory/area size, customer needs, and on-site support requirements. **EQUAL OPPORTUNITY EMPLOYER** _The Solera group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws._