Solution Performance Manager, Dealer Solutions

About the role

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life's other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com. 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 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.

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
• 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
• 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.
• Travel
• 60- 75% depending on territory/area size, customer needs, and on-site support requirements.

Requirements

• Required
• 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.
• Preferred
• 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 audience

Benefits

Additional Information

Performance Manager, Dealer Solutions/Virtual US

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