Performance Manager

Role Overview

• Responsible for external client retention by working independently to effectively managing the progress and results of all accounts assigned within their portfolio.
• Build and maintain relationships with a portfolio of clients and ensure customers’ needs are the driving force behind every priority, decision, and activity.
• Retain clients by engaging with each client through onsite visits and virtual screen share engagements to drive valuable insights to increase product utilization and improving client’s business processes and helps them meet their objectives.
• Build and develop strong working relationships with clients and all client staff at all levels from within the dealership.
• May also work with ‘at risk’ clients, using judgment to identify and develop an action plan to turn around and retain the relationship.
• Follow standard practices and procedures to identify key barriers and core problems with their client’s situations preventing them from meeting business objectives.
• Applies problem‐solving skills and strategic insight to accomplish client goals.
• Demonstrate responsiveness to client contact and provide guidance they need, not just what they ask for.
• Will 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 to achieve results.
• Closely monitor system ‘red flags’/emergencies with clients and take immediate action.
• Improves existing processes & systems using conceptualizing, reasoning & interpretation during engagement with clients.
• Required and responsible for maintaining product knowledge to include new releases or enhancements to the products in their direct area of responsibility.

Requirements

• Bachelor's degree in a related discipline and 4 years' experience in a related field.
• The right candidate could also have a different combination, such as a master's degree and 2 years' experience; a Ph.D. and up to 1 year of experience; or 8 years' experience in a related field.
• At least 3 years’ experience in retail automotive sales, service, or management OR combined with experience working directly with dealerships;
• Direct experience desking deals in a retail automotive environment.
• Working knowledge and experience in retail automotive and broad capabilities through software utilization.
• Proficient in Microsoft suite of technologies, screen share technologies and other relevant software systems.
• Ability to effectively work with all levels at an automotive dealership or dealer group.
• Ability to communicate in a way that retains audience engagement.
• Exceptional listening skills and to be able to detect problems/risks without being in a face-to-face situation, ability to ask open-ended questions to provoke thoughtful disruption.
• Client focus and strong customer service skills/approach.
• Persistent and proactive highly motivated self-starter passionate about client satisfaction.
• Ability to work remote, nearly autonomously under moderate supervision with ability to follow departments standard practices and procedures.
• Desire to work in a highly collaborative atmosphere through remote technologies.
• Ability and eagerness to learn complex technology and basic understanding of web-based systems.
• Ability to travel potentially up to 50% although the exact amount may vary depending on client demands, travel consists of in market and overnight or occasional weekends.

Benefits

• A competitive salary and top-notch bonus/incentive plans.
• Exceptional work-life balance, flexible time-off policies and accommodating work schedules.
• Comprehensive healthcare benefits, with multiple options for individuals and families.
• Generous 401(k) retirement plans with company match.
• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.
• Professional development and continuing education opportunities.
• Access to financial wellness/planning resources.