Performance Manager

7 months ago

Greater Toronto Area, Canada Cox Automotive Full time

The Performance Manager is expected to build and maintain relationships with external clients and ensure client needs are the driving force behind priorities, decisions, and activities to ensure client and revenue retention and 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.

The Performance Manager works remotely under limited supervision and is responsible for protecting the revenue stream from a business model even when no long-term client contracts might exist. The Performance Manager is also responsible for identifying the level of customer interest in additional products, harvesting additional accounts, and expanding/upselling product functionality to potentially increase revenue growth across their client base. The Performance Manager is expected to collaborate with other Performance Managers to ensure clients with multiple products encounter a seamless and consistent experience.

**Responsibilities**:

- 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. Will carry a full and/or complex account load.
- Retain clients by engaging with each client through onsite visits and virtual screen share engagements to drive valuable insights to increase product utilization and improve client's business processes and helps them meet their objectives.
- Build and develop strong working relationships with clients and all client staff at all levels from within the dealership.
- Works with 'at risk' clients, using Consultative strategies to identify and develop an action plan to turn around and retain the relationship.
- Identify key barriers and core problems with their client's situations preventing them from meeting business objectives. By using independent thought and problem-solving skills along with strategic insight to make recommendations to accomplish client goals.
- Demonstrate responsiveness to client contact and provide guidance they need, not just what they ask for. Proven ability to influence clients on how to use and leverage the capabilities of the product to meet their business objectives.
- 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.
- Improves 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.
- Works Independently to identify and moderate complex issues.
- Conducts analysis using independent thought to make recommendations to clients to build ROI in the software.

**Qualifications:
- BS/BA in related discipline OR an equivalent combination of education and work experience.
- Minimum 5 years of progressive and successful experience in retail automotive management.
- If retail automotive management experience, then: (1) Demonstrated understanding of dealership operations (2) Proven experience and demonstrated ability to effectively work with all levels within the dealership (3) Demonstrated working knowledge of digital marketing strategies for websites and advertising (SEM, display, SEO, Google Ads, Bing, etc.)
- Demonstrated written, verbal and phone communication and interpersonal skills
- Demonstrated customer service skills and outstanding relationship management capabilities
- Highly motivated self-starter capable of working in a team environment
- Personal qualities and style requirements include possessing high energy, enthusiasm, resilience, determination, proactiveness, relentlessness and being highly driven.
- Demonstrated knowledge in using SalesForce
- Demonstrated computer knowledge including MS Office - Word, Excel & PowerPoint
- Demonstrated knowledge of HTML, CSS, website strategy and concepts, website analytics tools, and Google Analytics
- Solid analytical skills and data-driven thinking Able to travel as necessary, anticipated up to 50% depending on market. Travel could include overnight stays in markets and travel to team meetings
- Possess the skills and ability to work independently.

**About Cox Automotive**

At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and ha

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