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.