About this role
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.