Performance Manager - Edmonton, Canada - Cox Automotive

Cox Automotive

Verified Company

Edmonton, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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/servicedrive 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 prelaunch 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 postimplementation 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 indealership 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 nontechnical 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 webbased systems

**Competencies for Success: -
Build Relationships:Building, leveraging and maintaining relationships within and across workgroups.
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Develop Self and/or Others: Planning and supporting the development of knowledge, skills and abilities to fulfill current and future job responsibilities more effectively.
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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