Performance Manager

Call Source • Oklahoma City, OK

4d • Hybrid

About The Position

The Performance Manager serves as the primary relationship owner for assigned automotive dealership accounts, ensuring client satisfaction, strong performance results, and consistent communication. This role focuses on dealership retention, account growth, onboarding success, issue resolution, and operational excellence by acting as the bridge between dealership clients and internal departments. The Performance Manager is responsible for managing new client onboarding, conducting weekly dealer check-in calls, monitoring account performance, resolving dealership concerns, and partnering closely with Operations, Training, and Team Management to drive continuous improvement. Success in this role requires strong communication skills, accountability, organization, and the ability to manage multiple priorities in a fast-paced environment. A critical expectation of this role is full utilization of HubSpot for documentation, tracking, reporting, communication history, tasks, complaints, onboarding progress, and follow-up activity across all assigned accounts.

Requirements

• 2+ years in Account Management, Client Success, Operations, dealership support, or similar client-facing role.
• Strong customer service and relationship management skills.
• Excellent verbal and written communication.
• Ability to de-escalate concerns and solve problems professionally.
• Strong analytical skills with comfort reviewing reports and trends.
• Highly organized with strong follow-up discipline.

Nice To Haves

• Experience using HubSpot is preferred.
• Automotive, BDC, call center, or dealership experience preferred.

Responsibilities

• Develop and nurture relationship with key contacts at dealership, including but not limited to General Manager, Fixed Ops Director and Service Manager
• Serve as the main point of contact for assigned dealership clients.
• Build strong professional relationships through regular communication and responsiveness.
• Conduct weekly dealer check-in calls to review service levels, results, concerns, and opportunities.
• Lead monthly or quarterly business review calls as needed.
• Maintain a proactive communication cadence with all assigned accounts.
• Manage onboarding experience for newly signed dealership accounts.
• Coordinate implementation timelines and launch readiness with internal teams.
• Gather required dealership information, contacts, hours, processes, scripts, and scheduling details.
• Ensure all onboarding tasks are completed accurately and on time.
• Serve as the client contact during launch and first 30 days of service.
• Monitor early performance and transition accounts smoothly into long-term management.
• Review dealership performance metrics including call volume, appointments set, conversion rates, customer service quality, and campaign outcomes.
• Analyze trends and recommend strategies for improvement.
• Partner with internal leadership to improve overall client results.
• Ensure client expectations and service deliverables are consistently met.
• Own dealership complaints, concerns, escalations, and service issues from start to finish.
• Conduct research into dealer issues by reviewing data, call recordings, trends, workflows, and internal feedback.
• Identify root causes and develop practical solutions.
• Work directly with the Training Manager and Team Managers to implement corrective actions.
• Coordinate coaching, retraining, process changes, or staffing adjustments when needed.
• Communicate progress clearly and follow through until resolution is completed.
• Document all client communication, meetings, onboarding notes, complaints, action items, and resolutions inside HubSpot.
• Maintain accurate notes, follow-up tasks, contact records, and pipeline activity.
• Track dealer issues from open to resolved status.
• Update account health notes and performance summaries regularly.
• Ensure no client activity or communication is unmanaged outside the CRM.
• Partner with Operations leadership, Call Center Managers, regarding staffing or service concerns.
• Work with Training Manager and Call Center Managers to improve agent performance tied to dealer feedback.
• Collaborate with Call Center Managers on daily execution and service consistency.
• Coordinate with Sales regarding onboarding handoff, renewals, expansions, or new opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed