Solutions Performance Manager, Dealer Solutions Account Management 

SME expert in: CRM

Location: [Ontario/Halifax]
Department: Dealer Solutions Account Management

Reports to: Area director, Canada, Dealer Solutions, Sales and Account Management
Partners with: Account Managers, Customer Success Specialist, Product, Professional Services
Employment Type: Full-Time

Role Overview

The 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 -CRM  

• Ensure customers fully adopt and use their contracted solutions, including:
• CRM workflows: Lead handling, BDC processes, showroom tracking
• 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 prioritization   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.

It is impossible to list every requirement for, or responsibility of, any position.  Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time.  Therefore, the above job description is not comprehensive or exhaustive.   The Company reserves the right to adjust, add to or eliminate any aspect of the above description.  The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

EQUAL OPPORTUNITY EMPLOYER
The Solera group is an equal opportunity employer and complies with all applicable federal, provincial, and local fair employment practices laws.