Company
Cox Automotive - USA
Customer Care Group
Client Performance Manager A - CAI
Individual Contributor
Can work remotely but need to live in the specified city, state, or region
Yes, 50% of the time
Day
Compensation
Compensation includes a base salary of $71,800.00 - $107,600.00. The salary rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience. In addition to the salary range identified herein, this role is also eligible for an annual incentive/commission target of $27,000.00.
The Dealer.com 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 in order to ensure success through product utilization, product upgrades, group harvest sales, and revenue retention. 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 responsible for protecting monthly revenue where no long term client contracts may be in place. 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.
This is a regional position encompassing the Central Time Zone. Preference will go to applicants living within the territory.
What You'll Do
- Responsible for external client and revenue retention by working independently to effectively managing the progress and results of all accounts assigned within their portfolio.
- Build upgrade/harvest revenue opportunities and maintain relationships with a portfolio of clients to ensure client goals are the driving force behind priorities, decisions, and activities 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 virtual screen share engagements and occasional onsite visits that increase product utilization, improved processes and client goal attainment to drive valuable insights to increase product utilization and improving 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 in order to achieve results.
- Closely monitor system ‘red flags’/emergencies with clients and take immediate action.
- Improve existing processes & systems using conceptualizing, reasoning & interpretation during engagement with clients.
- Responsible for maintaining product knowledge and trainings, including new releases and enhancements to products in their direct AOR.
- Works Independently to identify and moderate complex issues.
- Conducts analysis using independent thought to make recommendations to clients to build ROI in the software.
- Serve as a point of assistance to new or lower-level PMs through job shadowing. May provide general guidance/direction or train new or less experienced performance managers.
- Performs full range of performance management responsibilities that typically requires processing and interpreting, more complex, less clearly‐defined client issues.
- Consistently able to maintain client relationships and internal metrics
- Asked to assist or own special -projects including but not limited to Dealer workshops/webinars, product ownership, new hire training, Attend outside Vendor events (NADA, Digital Dealer, Etc.)
- Complete internal tasks and trainings in a timely manner
- All other duties as assigned.
What's in it for you?
- First, we’ve created an exceptional salary package, plus additional incentives. We are an inclusive, sales-friendly environment where different perspectives are valued and celebrated.
- Looking for tools and training to up your game? We’ve got them. And we offer a work/life balance that allows you to enjoy flexibility, family, and friends.
- We believe in taking good care of our team, so you’ll also have access to benefits like 401(K) with company match and quality healthcare & life insurance options.
- Cox gives you flexible paid time-off, provides access to a lifestyle coach, adoption assistance, pet insurance, employee discounts, tuition reimbursement and more.
Who You Are:
Minimum Qualifications
- Bachelor’s degree in a related discipline and 4 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 2 years’ experience; a Ph.D. and up to 1 year of experience; or 8 years’ experience in a related field
Preferred Qualifications
- 4+ years experience in a retail automotive dealership setting
- 4+ years managing digital marketing strategies for a single rooftop or dealer group
- Proven sales acumen
- Requires in‐depth conceptual and practical knowledge of client engagement and experience in retail automotive and broadens capabilities through software utilization.
- Proficient in Microsoft suite of technologies, screen share technologies and other relevant software systems.
- Ability to effectively work with all levels at an automotive dealership or dealer group.
- Demonstrate and expert level of both verbal and written communication in a way that retains audience engagement.
- Exceptional listening skills and to be able to detect problems/risks without being in a face-to-face situation, ability to ask open-ended questions to provoke healthy debates.
- Strong client focus and strong customer service skills/approach.
- Persistent and proactive highly motivated self-starter passionate about client satisfaction.
- Ability to work remote, works independent with limited supervision with ability to proactively take on risk and follow departmental standard practices and procedures.
- Demonstrated ability to work in a highly collaborative atmosphere through remote sharing technologies.
- Ability and eagerness to learn complex technology and basic understanding of web-based systems.
- Ability to travel potentially up to 50%; exact amount may vary depending on client demands, most travel consists of in market and overnight and occasional weekends.
To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
