Senior Performance Manager

Position Summary

The Senior Performance Manager serves as a leadership support role within the Operations Department, combining dealership relationship management responsibilities with additional operational oversight, mentoring, and departmental support functions.

The Senior Performance Manager serves as the primary relationship owner for assigned automotive dealership accounts, ensuring client satisfaction, strong performance results, and consistent communication. This role focuses on dealership retention, account growth, onboarding success, issue resolution, and operational excellence by acting as the bridge between dealership clients and internal departments.

The Senior Performance Manager is responsible for managing new client onboarding, conducting weekly dealer check-in calls, monitoring account performance, resolving dealership concerns, and partnering closely with Operations, Training, and Team Management to drive continuous improvement. Success in this role requires strong communication skills, accountability, organization, and the ability to manage multiple priorities in a fast-paced environment.

A critical expectation of this role is full utilization of HubSpot for documentation, tracking, reporting, communication history, tasks, complaints, onboarding progress, and follow-up activity across all assigned accounts.

Key Responsibilities

Client Relationship Management

• Develop and nurture relationships with key contacts at the dealership, including but not limited to the General Manager, Fixed Ops Director, and Service Manager
• Serve as the main point of contact for assigned dealership clients.
• Build strong professional relationships through regular communication and responsiveness.
• Conduct weekly dealer check-in calls to review service levels, results, concerns, and opportunities.
• Lead monthly or quarterly business review calls as needed.
• Maintain a proactive communication cadence with all assigned accounts.

New Dealer Onboarding

• Manage onboarding experience for newly signed dealership accounts.
• Coordinate implementation timelines and launch readiness with internal teams.
• Gather required dealership information, contacts, hours, processes, scripts, and scheduling details.
• Ensure all onboarding tasks are completed accurately and on time.
• Serve as the client contact during launch and the first 30 days of service.
• Monitor early performance and transition accounts smoothly into long-term management.

Account Performance Oversight

• Review dealership performance metrics including call volume, appointments set, conversion rates, customer service quality, and campaign outcomes.
• Analyze trends and recommend strategies for improvement.
• Partner with internal leadership to improve overall client results.
• Ensure client expectations and service deliverables are consistently met.

Dealer Complaint & Issue Resolution

• Own dealership complaints, concerns, escalations, and service issues from start to finish.
• Conduct research into dealer issues by reviewing data, call recordings, trends, workflows, and internal feedback.
• Identify root causes and develop practical solutions.
• Work directly with the Training Manager and Team Managers to implement corrective actions.
• Coordinate coaching, retraining, process changes, or staffing adjustments when needed.
• Communicate progress clearly and follow through until resolution is completed.

HubSpot Documentation & CRM Management

• Document all client communication, meetings, onboarding notes, complaints, action items, and resolutions inside HubSpot.
• Maintain accurate notes, follow-up tasks, contact records, and pipeline activity.
• Track dealer issues from open to resolved status.
• Update account health notes and performance summaries regularly.
• Ensure no client activity or communication is unmanaged outside the CRM.

Cross-Functional Collaboration

• Partner with Operations leadership, Call Center Managers regarding staffing or service concerns.
• Work with Training Manager and Call Center Managers to improve agent performance tied to dealer feedback.
• Collaborate with Call Center Managers on daily execution and service consistency
• Coordinate with Sales regarding onboarding handoff, renewals, expansions, or new opportunities

Advanced Responsibilities

• Serve as a secondary leadership support to the Director of Operations by assisting with departmental oversight, operational initiatives, and day-to-day management support as needed.
• Provide guidance, mentorship, and ongoing support to Performance Managers to help ensure consistency in dealer communication, issue resolution, and overall account performance.
• Assist in monitoring departmental KPIs, reporting trends, and operational performance to identify opportunities for process improvement and increased client satisfaction.
• Partner with the Director of Operations on special projects, escalated dealer concerns, workflow improvements, and implementation of new operational procedures and initiatives.

Qualifications

• 2+ years in Account Management, Client Success, Operations, dealership support, or similar client-facing role.
• Strong customer service and relationship management skills.
• Excellent verbal and written communication.
• Ability to de-escalate concerns and solve problems professionally.
• Strong analytical skills with comfort reviewing reports and trends.
• Highly organized with strong follow-up discipline.
• Experience using HubSpot is preferred.
• Automotive, BDC, call center, or dealership experience preferred.

Key Performance Indicators (KPIs)

• Client retention rate
• Dealer onboarding completion timelines
• Weekly dealer touchpoint completion rate
• Dealer satisfaction scores
• Complaint resolution turnaround time
• CRM documentation compliance in HubSpot
• Performance improvement across assigned accounts
• Response time to dealer requests/issues

Success in This Role Looks Like

• New dealers launch smoothly and confidently.
• Dealers feel supported, informed, and valued.
• Problems are researched thoroughly and resolved quickly.
• Internal teams receive clear feedback and direction.
• Accounts improve performance month over month.
• All communication and activity is fully documented in HubSpot.
• Clients renew and grow with confidence.

Pay: $62,000.00 - $70,000.00 per year

Work Location: Remote