Performance Manager

4 months ago

Edmonton, Canada Cox Automotive Full time

The Xtime
**Client Performance Manager **position is responsible for conducting in-dealership consulting activities while displaying a comprehensive understanding of Xtime product(s), associated functionality, and automotive dealership operations. The Client Performance Manager is responsible for client retention within their assigned clients.
- Retain assigned client accounts in line with goals.
- Partner with client and internal teams to coach/teach/train fixed operations/service-drive best practices.
- Build relationships with key users & decision maker.
- Manage engagements across assigned client base in line with daily goals.
- Ensure effective set up and execution of key activities in the pre-launch process of new clients.
- Analyze client software utilization data to identify at risk scenarios and or other corrective actions.
- Proactively address at risk situations with client base.
- Schedule and manage calendar/client meeting invitations across client base.
- Maintain a solid working knowledge of all related product functionality.
- Effectively communicate product enhancements/changes as and when required.
- Harvest and upsell to current clients when and where applicable.
- Create raving fans by 'wowing" clients with exceptional customer service and support.

**Key Responsibilities:
- Responsible for external client retention by working independently to effectively managing the progress and results of each accounts assigned within their portfolio.
- Provide proactive customer relationship management as primary point of contact post-implementation of Xtime's product(s)
- Maintain expected level of client engagements on both a monthly & quarterly level in an effort to drive product performance & minimize potential client churn risk
- Conduct in-dealership consultative efforts to ensure Xtime product(s) are configured to customer processes
- Assist in the training of various functionality afforded to enterprise customers through Xtime's product(s) as requested
- Provide L2/L3 technical support to enterprise customers as requested
- Provide consultative summaries to dealership management outlining tasks completed, established action items and analysis of process opportunities to drive client product utilization & benefits.
- Act as an enterprise customer and dealership advocate within Xtime
- Ability to manage and track travel requirements in compliance with enterprise customer guidelines, as well as COX Automotive guidelines, where applicable
- Develop and facilitate all enterprise level regional and/or district dealer group presentations, as requested
- Act as point of escalation for dealership customer accounts identified as high churn risk
- All other duties as assigned.

**50% Travel Expected. **As a remote team member overnight travel will be expected to client sites and work events.

**Required Qualifications:
- Bachelor's Degree in Business preferred
- At least 3 years Automotive Industry experience within an OE (e.g. Chrysler, GM, Volkswagen, Nissan, Hyundai, etc.), dealer group(s), regional group(s), dealership(s), and/or industry vendor(s) to previously listed entities
- Demonstrated success in behavioral and process change across automotive dealership personnel strongly preferred
- Comprehensive variable and fixed operations understanding of dealership processes with regard to operational readiness within both the enterprise and dealership
- Working knowledge of one or more DMS systems (desirable)
- Critical thinking and problem solving skills
- Ability to clearly and effectively discuss technical issues with non-technical customer personnel
- Sensitivity and patience when working with customers
- Organization and attention to detail
- Excellent verbal and written communication skills
- Flexibility/adaptability to work in a very dynamic environment
- Ability to work nearly autonomously as this is a remote position
- Desire to work in a highly collaborative atmosphere
- Ability to travel approximately 75% although exact amount may vary, travel consists of in market and overnight.

**Preferred Qualifications:
- Experience with software systems and processes related to software operation such as planning and problem tracking software, and issue resolution processes
- Account and/or Client Management experience with proven track record of operational objectives consistently attained
- Ability and eagerness to learn complex technology and basic understanding of web-based systems

**Competencies for Success:
- **Build Relationships**:Building, leveraging and maintaining relationships within and across workgroups.
- **Develop Self and/or Others**: Planning and supporting the development of knowledge, skills and abilities to fulfill current and future job responsibilities more effectively.
- **Drive for Results**:Setting high standards of performance for self and others; assuming responsibility and sense of urgency for successfully completing assignments or tasks; self-imposing standards of excell

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