Strategic Solution Performance Manager

Solutions Performance Manager, Dealer Solutions Account Management SME expert in: CRM Location: [Ontario/Halifax]Department: Dealer Solutions Account ManagementReports to: Area director, Canada, Dealer Solutions, Sales and Account ManagementPartners with: Account Managers, Customer Success Specialist, Product, Professional ServicesEmployment Type: Full-TimeRole OverviewThe 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 adoptionDeliver performance improvement recommendationsOptimize dealership workflowsProvide training, insights, and best practicesSupport renewal and expansion by demonstrating measurable resultsThis role is highly consultative, hands-on, and data-driven, acting as the “product and performance engine” for the territory.Key ResponsibilitiesProduct Adoption & Utilization Leadership in assigned Platform -CRM Ensure customers fully adopt and use their contracted solutions, including: CRM workflows: Lead handling, BDC processes, showroom trackingConduct usage audits and work with customers to close adoption gaps.Performance Improvement & Dealership OptimizationWith 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 hoursLead response times, appointment set ratios, and close ratesService retention, upsell capture, and multi-point inspection usageMarketing ROI and customer lifetime valueDeliver 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 & ReportingMonitor 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 CollaborationProvide Product and Engineering teams with field insights related to: Feature gapsIntegration requests (e.g., DMS, CRM, OEM tools)Workflow challengesCompetitive intelligenceWork 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 prioritization on which accounts need on-site vs. virtual engagement.Assist with onboarding workflows for new rooftops added through expansion.QualificationsRequired3–7+ 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.PreferredFamiliarity 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).Success MetricsProduct adoption & utilization levels across DMS, CRM, Service, Marketing PlatformsPerformance KPI improvements (service hours, CRM conversion, marketing ROI, etc.)Customer satisfaction (NPS/CSAT) and reduction in escalationsImpact on renewal readiness through value demonstrationCompletion of performance engagements and achievement of customer objectivesQuality of documentation, reporting, and best practice deliveryCompetenciesOperational Expertise – Deep understanding of automotive workflows.Product Mastery – Expert-level proficiency in assigned solutions.Analytical Mindset – Uses data to diagnose issues and guide coaching.Communication & Coaching – Clear, patient, and persuasive.Customer Empathy – Understands the daily realities of dealership teams.Collaboration – Works seamlessly with Account Managers and cross-functional partners.Execution Discipline – Organized, dependable, and detail-oriented.Travel60- 75% depending on territory/area size, customer needs, and on-site support requirements.It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.EQUAL OPPORTUNITY EMPLOYERThe Solera group is an equal opportunity employer and complies with all applicable federal, provincial, and local fair employment practices laws.SummaryLocation: Virtual OntarioType: Full time