Performance Manager

Summary/Objective

The Performance Manager is expected to build and maintain relationships with external clients and align with their needs, priorities, decisions, and activities to drive product utilization. The Performance Manager owns the client relationship on behalf of the company and will act as the client advocate internally by communicating the client’s needs to various departments. 

What You'll Do:

• Responsible for external client retention by working independently to effectively manage the progress and results of all accounts assigned within their portfolio.
• Build and maintain relationships with a portfolio of clients and ensure customers’ needs are the driving force behind every priority, decision, and activity. 
• Retain clients by engaging with each client using virtual screen share engagement, and some in-store meetings, to drive valuable insights to increase product utilization, improve client’s business processes, and help them meet their objectives. 
• Build and develop strong working relationships with clients and all client staff at all levels from within the dealership.
• May also work with ‘at risk’ clients, using judgment to identify and develop an action plan to turn around and retain the relationship. 
• Monitor and analyze account performance and trends to determine adjustments to dealer expectations/goals/objectives to achieve results. 
• Closely monitor system ‘red flags’/emergencies with clients and take immediate action. 
• Improve existing processes & systems using conceptualizing, reasoning & interpretation during engagement with clients.
• Required and responsible for maintaining product knowledge to include new releases or enhancements to the products in their direct area of responsibility. 
• All other duties as assigned.



Preferred Qualifications 

• At least 3 years’ experience as retail automotive service advisor, department management OR combined with experience working directly with dealerships; preferably in an advisory or account management capacity
• Working knowledge and experience in retail automotive and broad capabilities through software utilization
• Proficient in Microsoft suite of technologies, screen share technologies and other relevant software systems
• Ability to effectively work with all levels at an automotive dealership or dealer group
• Ability to communicate in a way that retains audience engagement
• Exceptional listening skills and to be able to detect problems/risks without being in a face-to-face situation, ability to ask open-ended questions to provoke thoughtful disruption
• Client focus and strong customer service skills/approach
• Persistent and proactive highly motivated self-starter passionate about client satisfaction
• Ability to work autonomously under moderate supervision with ability to follow departments standard practices and procedures
• Desire to work in a highly collaborative atmosphere through remote technologies
• Ability and eagerness to learn complex technology and basic understanding of web-based systems
• Ability to travel potentially up to 50% although the exact amount may vary depending on client demands, travel consists of in market and overnight or occasional weekends
• Must have a valid Driver License
• Must be authorized to work in the U.S.