Multi Solution Performance Manager - West Coast

Cox Enterprises • Minneapolis, MN

4d • $75,000 - $112,600 • Remote

About The Position

The Multi Solution Performance Manager is responsible for creating positive client interactions with LO/LX independent automotive retailers and franchise dealerships, ensuring their needs are the driving force behind priorities, decisions, and product utilization. These dealerships operate in dynamic environments, often with lean teams and unique operational models, requiring a consultative and strategic approach to maximize their success. Owning the client relationship on behalf of the company, the Multi Solution Performance Manager serves as an internal advocate, ensuring client needs and goals are effectively communicated across departments. This role plays a critical part in client and revenue retention by driving engagement, optimizing product adoption, and identifying opportunities for business growth. Even in business models without long-term contracts, the Multi Solution Performance Manager is responsible for protecting revenue, expanding product functionality, and identifying client interest in additional solutions to increase value. With higher account volume, Multi Solution Performance Managers must leverage data and insights to identify trends, assess risk, and prioritize outreach for maximum impact. By proactively monitoring portfolio health and using key performance metrics, they develop targeted engagement strategies that address client needs, prevent escalations, and drive measurable results. This role operates in a remote and matrixed environment under moderate supervision, requiring strong collaboration with internal teams acting as a problem-solver for client escalations and ensuring seamless and consistent experience across all touchpoints. Preference will go to candidates on the West Coast.

Requirements

• Bachelor's degree in a related discipline and 4 years' experience in a related field.
• The right candidate could also have a different combination, such as a master's degree and 2 years' experience; a Ph.D. and up to 1 year of experience; or 8 years' experience in a related field.
• Ability to effectively work with all levels at an automotive dealership or dealer group
• Ability to communicate in a way that retains audience engagement
• Exceptional listening skills and to be able to detect problems/risks without being in a face-to-face situation, ability to ask open-ended questions to provoke thoughtful disruption
• Client focus and strong customer service skills/approach
• Persistent and proactive highly motivated self-starter passionate about client satisfaction
• Ability to work remote, nearly autonomously under moderate supervision with ability to follow department standard practices and procedures
• Desire to work in a highly collaborative atmosphere through remote technologies
• Ability to collaborate in a matrixed environment to identify solutions for client issues as they arise
• Ability and eagerness to learn complex technology and basic understanding of web-based systems
• Drive for Results: Setting high standards of performance for self and others; assuming responsibility and sense of urgency for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Focus on Customers: Promoting and living customer service as a value. Ensuring that the (internal or external) customer’s needs are a driving force behind priorities, decisions, processes, and activities.

Nice To Haves

• At least 4 years experience in retail automotive management. This may include General Manager, Sales Manager/Director, Finance Manager/Director, Digital Marketing Manager/Director, Fixed Operations Manager/Director, or Inventory Manager/Director
• Expert knowledge in one or more of Cox Automotive's retail software solutions strongly preferred; vAuto, VinSolutions, Dealertrack DMS, Xtime, or Dealer.com.
• Proficient in Microsoft suite of technologies, screen share technologies and other relevant software systems

Responsibilities

• Responsible for external client retention by working independently to effectively manage the progress and results of all accounts assigned within their portfolio.
• Be able to quickly develop a rapport with a client, who is not interacted with on a regular cadence.
• Competent at leveraging methods of communication beyond live conversation to keep dealers engaged with Cox Automotive.
• Strategically manage a high-volume portfolio by leveraging data and insights to identify areas of opportunity, risk, and priority.
• Proactively assess client health and retention risk using key performance metrics, engagement trends, and product utilization data.
• Act as an internal advocate, effectively communicating client needs to cross-functional teams to drive improvements and issue resolution.
• Manage escalations efficiently, working within a matrixed organization to coordinate timely and effective solutions for clients.
• Build and maintain relationships with a portfolio of clients and ensure customers’ needs are the driving force behind every priority, decision, and activity.
• Retain clients by engaging with each client through virtual screen share engagements to drive valuable insights to increase product utilization and improve client’s business processes and helps them meet their objectives.
• May also work with ‘at risk’ clients, using judgment to identify and develop strategic action plans to strengthen relationships and retain business.
• Follow standard practices and procedures to identify key barriers and core problems affecting client success and apply strategic problem-solving to achieve results.
• Demonstrate responsiveness to client contact and provide guidance they need, not just what they ask for.
• Will influence clients on how to use and leverage the capabilities of the product to meet their business objectives.
• Monitor and analyze account performance and trends to determine adjustments to dealer expectations/goals/objectives to achieve results.
• Proactively monitor system ‘red flags’/emergencies with clients and take immediate action.
• Improves existing processes & systems using conceptualizing, reasoning and interpretation during engagement with clients.
• Maintain up-to-date product knowledge, including new releases and enhancements, to provide expert-level guidance to clients.
• Follow company guidelines and best practices while continuously seeking ways to improve client support and retention strategies

Benefits

• A competitive salary and top-notch bonus/incentive plans.
• A pro-sales culture that honors what salespeople (like you!) contribute to our success.
• Exceptional work-life balance, flexible time-off policies and accommodating work schedules.
• Comprehensive healthcare benefits, with multiple options for individuals and families.
• Generous 401(k) retirement plans with company match.
• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.
• Professional development and continuing education opportunities.
• Access to financial wellness/planning resources.
• The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

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