Performance Manager / Product SME, Dealer Solutions Account Management
SME expert in one of: DMS, CRM, Service or Marketing
Employment Type: Full-Time
Looking for qualified candidates in the following priority markets:
Northeast (Connecticut, Massachusetts, Maine, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, Vermont)
Southeast (Alabama, Mississippi, Arkansas, North Carolina, Delaware, Ohio, Florida, Georgia, South Carolina, Indiana, Tennessee, Kentucky, Virginia, Louisiana, West Virginia, Maryland)
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 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…