Strategic Solution Performance Manager

Solera • Virtual Ontario, ON

7d • Hybrid

About The Position

The 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

• Ensure customers fully adopt and use their contracted solutions, including CRM workflows: Lead handling, BDC processes, showroom tracking.
• Conduct usage audits and work with customers to close adoption gaps.
• 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.
• 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, 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. Prioritization for Adoption, At Risk Customers, Strategic Accounts.
• Recommend prioritization 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