Solution Performance Manager, Dealer Solutions

Solera

9d • Remote

About The Position

The Performance Manager / Product SME for Dealer Solitons is a dealership operations and product expert responsible for ensuring customers achieve maximum value from their DMS, CRM, Service, and Marketing products. 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, and 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.

Requirements

• 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.

Nice To Haves

• 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).

Responsibilities

• 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), and Marketing solutions (Campaign automation, retention journeys, equity mining, reputation).
• Conduct usage audits and work with customers to close adoption gaps.
• 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.
• Focus on customer operational performance and adoption.
• 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).
• 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.
• Provide Product and Engineering teams with field insights related to feature gaps, integration requests (e.g., DMS, CRM, OEM tools), workflow challenges, and 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.
• Coordinate with Account Managers to support renewal readiness by driving proactive value realization.
• Prioritize accounts for adoption, at-risk customers, and strategic accounts.
• Recommend and prioritize which accounts need on-site vs. virtual engagement.
• Assist with onboarding workflows for new rooftops added through expansion.

Benefits

• Solera is an equal employment opportunity employer.
• The firm's policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law.
• The firm also prohibits harassment of applicants or employees based on any of these protected categories.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees