Solutions Performance Manager

Solera

6d • Hybrid

About The Position

The Solutions Performance Manager / Product SME for [Product] is a dealership operations and product expert responsible for ensuring customers achieve maximum value from their [???] inset DMS, CRM, Service, and Marketing. 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

• Product Adoption & Utilization Leadership in assigned Platform (DMS/CRM/Service/Marketing): 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.
• Performance Improvement & Dealership Optimization: With Account Manager, 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.
• Customer Engagement & Value Demonstration: Focus on customer operational performance and adoption. Dealerships visits will be coordinated by the Account Manager, who maintains primary ownership of the customer relationship. 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).
• Data Analysis & Reporting: 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.
• Cross-Functional Collaboration: 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.
• Territory Support: Coordinate with Account Managers to support renewal readiness by driving proactive value realization. Prioritization for Adoption, At Risk Customers, Strategic Accounts. Recommend prioritize on which accounts need on-site vs. virtual engagement. Assist with onboarding workflows for new rooftops added through expansion.

What This Job Offers

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