Manager, Performance Team (Central)

Impel • Remote,

6d

About The Position

The Manager, Performance Team plays a critical role in training, maturing, and growing Impel’s Regional Performance Managers and Performance Managers. The position is accountable for dealer relationship onboarding, training, technical support, retention, and growth, and is responsible for hiring, management, training, and team performance tracking. The manager also coordinates National Account Team strategy with the Performance Field Team to support aligned execution of strategy for the company’s largest National Accounts.

The role leads the team toward monthly, quarterly, and annual financial and performance goals; develops Dealer Success professionals; serves as a subject matter expert in dealer interactions; and improves customer success processes, communication tools, onboarding, and training. The position works with Account Management, Marketing, Product, and OEM partners to support dealers and grow customer relationships. The manager is expected to demonstrate Impel’s values, maintain confidentiality, and support diversity, equity, and inclusion.

Requirements

• Must be located in the Central time zone.
• Bachelor’s degree.
• At least 6 years of experience setting up and developing customer success teams supporting digital marketing and/or SaaS products.
• Proven ability to develop and implement processes that drive individual performance and scale effectively through rapid growth.
• Proven ability to implement customer success training programs that develop consistent performance among Customer Success Associates.
• Proficiency in MS Word, Excel, and PowerPoint; Salesforce; and Zoom.
• A combination of education and work experience necessary to perform the essential functions.

Nice To Haves

• Experience in the automotive industry or with software for independent distributors or dealers.

Responsibilities

• Lead the team to meet and exceed monthly, quarterly, and annual financial and performance metrics.
• Hire, onboard, and develop Dealer Success professionals through consistent hiring, internal and external training, monitoring, and management of best practices.
• Lead team training to improve skill proficiency and effectiveness, increase upsells and portfolio growth, and improve dealer satisfaction and retention.
• Serve as a subject matter expert in dealer meetings, presentations, reviews, and other customer contacts.
• Identify opportunities across the customer base and leverage business relationships within the organization and with OEM partners.
• Refine and enhance the SaaS customer success model by developing and maintaining processes that support customer retention.
• Develop, execute, and monitor tools for customer communications while improving productivity.
• Work with Account Management, Marketing, and Product teams to onboard and train dealers on new products and services.
• Demonstrate Impel’s values in everyday internal and external interactions.
• Maintain confidentiality of work-related issues, records, and company information.
• Demonstrate commitment to diversity, equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard, and advocating change.
• Perform other duties as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager