The Manager, Performance Team plays a critical role in training, maturing, and growing the Regional Performance Managers and Performance Managers at Impel. This position is accountable for dealer relationship onboarding, training, technical support, retention, and growth. Responsibilities include hiring, management, training, and team performance tracking. Additionally, this leader coordinates National Account Team strategy with the Performance Field Team to ensure the execution and alignment of account strategy for our largest National Accounts.
- Consistently lead the team to meet and exceed monthly, quarterly, and annual financial and performance metrics.
- Hire, onboard, and develop Dealer Success professionals by driving consistent hiring, internal and external training, monitoring, and managing best practices to enhance team performance.
- Lead team training to develop skill proficiency and effectiveness, resulting in increased upsells, portfolio growth, dealer satisfaction, and greater retention.
- Serve as a Subject Matter Expert (SME) in dealer meetings, presentations, reviews, and other customer contacts.
- Identify opportunities across the customer base and leverage current business relationships across the organization and with OEM partners.
- Refine and enhance a strong SaaS customer success model by developing and maintaining effective processes that drive the highest level of customer retention.
- Develop, execute, and monitor tools to manage all channels of communication with customers while improving productivity.
- Work in conjunction with Account Management, Marketing, and Product teams to effectively onboard and train dealers on new products and services.
- Demonstrate the values of Impel in everyday interactions, both internally and externally.
- Perform other duties as required.
Other
- Maintains confidentiality of work-related issues, records, and company information.
- Demonstrates a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard, and advocating change.
- MUST be located in Central time zone.
Education and Experience: - Bachelor’s Degree; and
- 6+ years of experience in setting up and developing customer success teams supporting digital marketing and/or software as a service (SaaS) products. Experience in the automotive industry or software for independent distributors/dealers is preferred.
- Proven track record in developing and implementing processes that drive individual performance, scaling effectively through rapid growth, and implementing customer success training programs that develop consistent performance of Customer Success Associates.
- A combination of education and work experience necessary to perform essential functions.
- Proficiency in MS Word, Excel, and PowerPoint; Salesforce; and Zoom.
Skills Required
- Must be located in the Central time zone
- Bachelor's degree
- 6+ years of experience establishing and developing customer success teams supporting digital marketing or SaaS products
- Experience developing and implementing performance-driving processes and scalable customer success training programs
- Proficiency in Microsoft Word, Excel, PowerPoint, Salesforce, and Zoom
- Experience in the automotive industry or software for independent distributors/dealers
What We Do
Impel (formerly SpinCar) offers automotive dealers, wholesalers, OEMs and third-party marketplaces the industry’s most advanced digital engagement platform. The company’s end-to-end omnichannel solution leverages proprietary shopper behavioral data and AI technology to deliver hyper-personalized experiences at every touchpoint across the entire customer journey. Impel’s communication, merchandising, marketing and imaging applications work seamlessly with all major website, CRM and DMS platforms. To date, the company has delivered more than 2 billion shopper interactions across 51 countries.
