Strategic Account Manager

**Account Manager, Dealer Solutions Account Management** **(CRM)** **Location:** \[Halifax\] **Department:** Dealer Solutions Account Management **Reports to:** Area Director, CANADA, Dealer Solutions, Sales and Account Management **Partners with:** Performance Managers / Product SMEs, Professional Services, Customer Success, Support **Employment Type:** Full-Time **Role Overview** * The **Account Manager, Solera Dealer Solutions, Account Management** is the primary relationship owner for a defined book of automotive dealer rooftops or dealer group accounts. This role is responsible for **customer retention, renewal execution, product adoption, and expansion of existing solutions**, with no responsibility for new logo acquisition. * The Account Manager collaborates closely with **Solution Performance Managers / Product SMEs/Professional Services** who deliver hands-on training, workflow optimization, and adoption strategies across DMS, CRM, Service, and Marketing products. Together, they ensure customers achieve operational improvements and measurable business outcomes. **Key Responsibilities** **Customer Relationship Ownership** * Serve as the main point of contact for dealer leadership, including Dealer Principals, General Managers, Fixed Ops Directors, BDC Managers, and OEM field reps. * Build deep, trusted relationships that strengthen long-term loyalty and strategic alignment. * Conduct proactive business reviews, executive updates, and ongoing communication touchpoints. **Renewal & Retention Management** * Own renewal preparation, negotiation strategy, and contract execution for assigned accounts. * Identify at-risk accounts early and collaborate with internal teams to develop recovery plans. * Ensure customers receive clear ROI value stories tied to their operational goals. **Account Planning & Expansion Growth** * Develop structured annual and quarterly account plans capturing: * Key goals & initiatives for fixed ops, variable ops, and marketing * Product adoption status and opportunities * Whitespace and expansion opportunities * Risk indicators and mitigation plans * Drive expansion revenue through cross-sell and upsell of additional modules across the portfolio: **CRM:** lead management, showroom, BDC optimization **Product Adoption & Performance Support** * Partner with Solution Performance Managers/SMEs to ensure customers fully adopt and utilize their solutions. * Align **SPM** engagements to dealership goals such as: * Higher service lane throughput * Improved lead response and conversion * Reduced no-shows through scheduling optimization * Better marketing ROI and customer retention * Ensure insights from SME performance reviews are translated into actionable account plans. **Customer Health & Risk Mitigation** * Monitor product utilization, customer satisfaction, support ticket trends, and performance KPIs. * Document customer health trends and create action plans to address red/yellow indicators. * Engage cross-functional teams to resolve escalations, integration challenges, or workflow gaps. * **Cross‑Functional Collaboration** * Collaborate closely with Customer Success, Product, Support, and Professional Services to ensure seamless customer experience. * Provide field insights on product enhancements, competitive threats, adoption barriers, and dealer operational needs. * Work with Marketing on customer communication, events, and campaign engagement. **Qualifications** **Required** * 3–6+ years in automotive SaaS, dealership technology, or automotive retail operations. * Strong understanding of dealership workflows across fixed ops, variable ops, CRM, and marketing. * Experience managing a customer book of business, with accountability for retention and expansion. * Excellent communication, relationship-building, and presentation skills. * Ability to analyze data and translate insights into customer recommendations. * **Preferred** * Experience with automotive DMS, CRM , Fix Ops Service Scheduling/Inspection, and Marketing platforms. * Background in dealership operations (BDC, service lane, sales management, or digital marketing). * Familiarity with OEM programs, certification requirements, and compliance standards. * Prior success using account planning methodologies (e.g., plan-on-a-page, mutual success plans, health scoring frameworks). **Success Metrics** * **Renewal rate and churn reduction** across the assigned book of business * **NDR (Net Dollar Retention) and Expansion revenue** driven by multi-solution growth * **Product adoption and usage of metrics** for DMS, CRM, Service, and Marketing * **Customer satisfaction (NPS/CSAT)** and reduction in escalations * **Completion and quality of account plans** * **Effective collaboration** with Performance Managers/SMEs **Competencies** * **Customer Advocacy** – Builds trust and drives dealer success. * **Business Acumen** – Understands dealership KPIs and operational workflows. * **Relationship Leadership** – Manages complex stakeholder groups across rooftops. * **Account Planning** – Strategic thinking with strong documentation and follow-through. * **Communication & Influence** – Clear, professional, and proactive. * **Collaboration** – Works seamlessly with SMEs and cross-functional partners. **Travel** 60–75% depending on territory size, dealer visits requirements. **EQUAL OPPORTUNITY EMPLOYER** _The Solera group is an equal opportunity employer and complies with all applicable federal, provincial, and local fair employment practices laws._