Performance Pro Lead, GM Account

Entrega•Troy, MI

39d•Onsite

About The Position

Entrega is a growing technology professional services firm headquartered in Michigan, delivering enterprise technology, digital, and business solutions to global clients. We help leading organizations solve complex business challenges through the successful execution of business-critical technology initiatives, supported by our ongoing investment in our people, processes, and technology. At Entrega, we believe exceptional client outcomes begin with exceptional employees. We provide an environment where professionals are trusted with meaningful responsibility, supported by experienced leadership, and empowered to make a measurable impact. You'll work alongside a talented team serving Fortune 500 clients, contribute to high-visibility initiatives, and have opportunities to influence how our company continues to grow. As we expand, employees who consistently deliver results have opportunities to broaden their responsibilities, advance their careers, and help shape the future of the organization. If you're looking for an opportunity to make a meaningful impact, learn and grow professionally, and help shape the future of a growing professional services firm, we encourage you to explore a career with Entrega.

Requirements

Technically proficient understanding of Automotive Retail vendors including DMS, CRM, trade-in and digital retailing tools and able to take this knowledge to explain technical tasks and issues to non-technical stakeholders.
Ability to successfully acquire this knowledge through Entrega and OEM provided training.
Professional work demeanor, detail-oriented work ethic, and excellent communication skills.
Proven ability to handle difficult conversations with clients and internal teams while still meeting business objectives, resolving issues effectively, and maintaining positive relationships.
Demonstrated ability to solve problems and formulate recommendations to help clients and internal stakeholders achieve their goals.
Comfortable working under pressure and strict deadlines.
Strong organization, prioritization and analytical skills required.
Self-starter with a high degree of integrity and professionalism that possesses strong organization, prioritization and analytical skills.
Proficient understanding of organization, time management and client management methods.
Ability to work independently as well in a team environment.

Responsibilities

Manage an assigned list of Automotive Retail Dealer accounts on the technical performance and optimization of a software application while setting the standard of high performance amongst the Performance Pro team.
Support the manager and Project Delivery team by executing reporting, owning ad hoc initiatives, and ensuring OEM client satisfaction regarding deliverable execution.
Proactively communicate opportunities, risks, issues, and obstacles to the manager and Project Delivery team, leveraging front-line experience to recommend solutions and corrective courses of action.
Work closely with leadership to implement new processes and solutions based on program direction while consistently meeting deliverable goals and objectives.
Drive the successful execution of ad hoc initiatives by taking ownership of short-term special projects.
Collaborate cross-functionally to ensure project scope is well-defined, deadlines are strictly adhered to, and progress is transparently communicated.
Deliver insightful reports and meticulously gather and process data to provide the manager and project delivery team with actionable insights for strategic decision-making.
Consult assigned Dealer clients on how to leverage features and benefits of a launched software application to meet their goals.
Assist in the creation of strategies to meet client goals, including the development and roll out of talk tracks, dealer monitoring techniques, and best practices to Performance Pro teams.
Communicate with urgency, empathy, and value.
Drive client engagement and software utilization through team development, application feature enablement, technical solutions, and performance audits.
Set the standard regarding client engagement with the Performance Pro team.
Support Automotive Retail Dealers regarding the technical performance of an already launched software application, engaging in technical troubleshooting and monitoring.
Serve as level 2 support for escalations from any dealer assigned amongst their Performance Pro team.
Thoroughly address Dealer questions and/or issues by leveraging advanced knowledge on the software application, independent research and investigation, and conducting root cause analysis.
Continuously learn the software application, Dealership inventory data process, and multiple third-party vendors’ functionality to maintain advanced technical understanding.
Play a part in maintaining and supporting the generation of new training material as the dealer’s digital landscape changes.
Support Dealer’s utilization targets by regularly auditing Dealer’s settings and encouraging feature enablement to optimize both the consumer and Dealer experience.
Monitor Dealer engagement and utilization to drive proactive outreach to dealers to improve Dealer utilization KPIs.
Review technical tickets and provide insights to the Performance Advisor for further analysis.
Provide quality control monitoring of software to ensure functionality works correctly on Dealer’s websites and identify ways the Dealer can drive more consumer awareness on their website.
Perform other tasks and duties as required to support and contribute to the overall success of the organization.