Performance Consultant

Primary Location: 1 Howard St, Burlington, VT, USA

Division: Cox Automotive

Job Level: Individual Contributor

Travel: Yes, 50 % of the Time

Schedule: Full-time

Shift: Day Job

Requisition Number: 207589

The Performance Consultant is responsible for driving the relationship with clients (dealers) from point of contact through the Dealertrack and Dealer.com Digital Solutions to launch and beyond. The primary focus for the Performance Consultant position is to drive product utilization, retention of clients, and the overall satisfaction of our subscription products. This position is responsible for pre-launch activities, launch and training activities, facilitation monthly performance reviews and follow-up activities through the lifespan of the solution at the dealership. Areas of proactive focus include the monitoring of sales and profit metrics (KPIs), making recommendations on the process and identifying areas of potential improvement while interacting with all levels of dealership management and staff. The Sr.Performance Consultant position will abide by the Product Service Model provided and will provide client support, Performance team support and consulting remotely, as well as performing launches both on-site or remotely depending on the product level purchased and individual dealer needs. The Sr. Performance Consultant will work with the BDM and implementation team to schedule launch training and be responsible for scheduling quarterly (or more frequent) meetings to review dealer performance, make recommendations on past performance or client goals, review best practices and aid in the resolution of support cases for the Dealertrack solution. The Performance Consultant is responsible for identifying and saving At-Risk accounts.
Essential Functions: 75%

• Hold staff accountable for the work day, work load, job implementation/execution, adherence to standards of quality and efficiency, professional conduct and customer service values.
• Recognize the training and resource needs of the team and coordinate opportunities to expand knowledge and practice of products and skills.
• Serve as mentor & trainer in both functional and technical skill development
• Share experiential knowledge of DDC systems, tools, and procedures
• Mediate escalated issues involving internal and external customers and ensure team members demonstrate a commitment to exceptional customer service.
• Preview and assign new and/or existing sign-ups, while managing overall PM resource allocation.
• Prepare reporting on established KPIs, along with other key metrics related to the new and/or upgrade process (i.e., job volume, days to activation, days to launch, NPS).
• Liaison with DDC Vermont on outstanding client issues including support tickets to assist in resolution
• Drive software utilization of Dealertrack and Dealer.com digital solutions and promote return on investment. Provide dealers with advice and best practices to better manage their processes.
• Maintain monthly communication with different levels of dealer management and staff at each assigned dealership, focusing on managing client issues (including reporting and tracking of support cases and their resolution)
• Promote and deliver both on-site and webinar-based instruction and operation of the Dealertrack and Dealer.com digital solutions, driving the advancement of its utilization with our customers
• Maintain in-depth knowledge of the Dealertrack and Dealer.com digital solution including product settings, features & benefits, system functionality, and setting cause & effect relationships
• Effectively present the Dealertrack and Dealer.com digital solutions in a clear, concise manner, demonstrating functionality of the system and answering dealership questions through on-site and remote dealership training
• Effectively troubleshoot questions and issues within the Dealertrack and Dealer.com digital solutions to meet each individual customer’s needs – including triage, and feedback with potential fixes, solutions and best practice suggestions
• Keep up-to-date on current automotive trends and best practices to ensure educational content is relevant to provide maximum value to dealerships
• Work collaboratively with other Performance Consultants, implementation and support teams sharing knowledge and best practices.
• Schedule travel in accordance with department practices and Cox Automotive company guidelines and policies
• Develop and document references through existing dealer allocation (dealer contacts) – soliciting, gathering and distributing testimonials from dealership contacts to the management and marketing teams for further use.
• Act as an ambassador for the products provided and supported by Dealertrack Canada, Dealer.com and Cox Automotive as a whole.
• Travel to dealers as directed/required to strengthen and solidify the relationship with Cox Automotive and our solution
• Assume responsibility of performing monthly in-depth analytical review, providing detailed insights to clients on their digital solutions
• Provide recommendations to clients based on digital best-practices while increasing product utilization and ROI
• Collaborate with Digital Strategists for Dealer.com related to web and digital marketing solutions utilizing the respective Digital Strategist where necessary to assist with client website upkeep and maintenance

REQUIRED KNOWLEDGE AND SKILLS TECHNICAL APTITUDE - STRONG KNOWLEDGE OF WEB-BASED APPLICATIONS AND COMMON INTERNET PROTOCOLS AND CONVENTIONS (WEB BROWSERS, EMAIL, HTTP, FTP). ADVANCED KNOWLEDGE OF WEB DISPLAY LANGUAGES (I.E., HTML, CSS) AND MICROSOFT OFFICE APPLICATIONS (I.E., WORD, EXCEL) IS ALSO REQUIRED. KNOWLEDGE OF WEB DEVELOPMENT TECHNIQUES AND TECHNOLOGIES AS WELL AS DATABASES IS PREFERRED BUT NOT REQUIRED (E.G., XML, JAVASCRIPT, VELOCITY, MYSQL).
Qualifications:Required Qualifications Bachelors Degree 3 years of experience OR a combination of experience Variable operations management at a dealership level

• 3-5 years’ retail automotive dealership experience in variable operations as a sales manager or business manager, with excellence in sales and CSI. Understanding of sales and business office processes is essential
• Outstanding presentation skills with the ability to effectively articulate and communicate in a way that retains trainee engagement
• Outstanding presentation and technical assessment skills needed to provide demonstrations
• Excellent ability to influence decisions, build relationships and overcome objections
• Excellent verbal and written communication skills
• Exceptional listening skills, ability to problem solve, and patience with customers of all skill levels
• Highly motivated self-starter capable of working independently and in a team environment
• Demonstrated ability to work in a team-oriented, collaborative environment
• Demonstrated ability to multi-task and prioritize effectively to ensure successful completion of assigned tasks by content and cadence
• Proficiency with Microsoft Office applications required
• Certification in Digital Marketing, relevant to website optimization, SEO, SEM, digital advertising and creative preferable
• Current certification for Google Ads, Bing Ads and proficient knowledge of Facebook advertising strategies
• High energy, enthusiastic, determined, and able to motivate customers to use Dealertrack solutions
• Technical proficiency in automotive software including deep product knowledge of product settings, features & benefits, system functionality, and setting cause & effect relationships
• Knowledge of DMS and CRM systems is preferred
• Comfortable with extensive travel

Preferred Qualifications:

• Experience working in an Automotive industry training capacity (Trainer Certified)
• Experience with SalesForce CRM preferred
• 3-5 years’ experience managing multiple accounts for a software or services company in the automotive industry

Who We Are

About Cox Automotive

There’s nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

About Cox

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com.

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.

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