Account Manager, Dealer Solutions

Account Manager, Dealer Solutions Account Management -

Department

Dealer Solutions Account Management

Reports to

Area Director,

Partners with

Performance Managers / Product SMEs, Professional Services, Customer Success, Support

Employment Type

Full-Time

Role Overview

The

Account Manager, Solera Dealer Solutions, Account Management is the primary relationship owner for a defined book of automotive dealer rooftops or dealer group accounts. This role is responsible for customer retention, renewal execution, product adoption, and expansion of existing solutions , with no responsibility for new logo acquisition.

The Account Manager collaborates closely with

Solution Performance Managers / Product SMEs/Professional Services who deliver hands-on training, workflow optimization, and adoption strategies across DMS, CRM, Service, and Marketing products.

Together, they ensure customers achieve operational improvements and measurable business outcomes.

Key Responsibilities

• Customer Relationship Ownership
• Serve as the main point of contact for dealer leadership, including Dealer Principals, General Managers, Fixed Ops Directors, BDC Managers, and OEM field reps.
• Build deep, trusted relationships that strengthen long-term loyalty and strategic alignment.
• Conduct proactive business reviews, executive updates, and ongoing communication touchpoints.
• Renewal & Retention Management
• Own renewal preparation, negotiation strategy, and contract execution for assigned accounts.
• Identify at-risk accounts early and collaborate with internal teams to develop recovery plans.
• Ensure customers receive clear ROI value stories tied to their operational goals.
• Account Planning & Expansion Growth

• Develop structured annual and quarterly account plans capturing

• Key goals & initiatives for fixed ops, variable ops, and marketing
• Product adoption status and opportunities
• Whitespace and expansion opportunities
• Risk indicators and mitigation plans
• Drive expansion revenue through cross-sell and upsell of additional modules across the portfolio:
• CRM: lead management, showroom, BDC optimization
• Product Adoption & Performance Support
• Partner with Solution Performance Managers/SMEs to ensure customers fully adopt and utilize their solutions.

• Align SPM engagements to dealership goals such as

• Higher service lane throughput
• Improved lead response and conversion
• Reduced no-shows through scheduling optimization
• Better marketing ROI and customer retention
• Ensure insights from SME performance reviews are translated into actionable account plans.
• Monitor product utilization, customer satisfaction, support ticket trends, and performance KPIs.
• Document customer health trends and create action plans to address red/yellow indicators.
• Engage cross-functional teams to resolve escalations, integration challenges, or workflow gaps.
• Cross-Functional Collaboration
• Collaborate closely with Customer Success, Product, Support, and Professional Services to ensure seamless customer experience.
• Provide field insights on product enhancements, competitive threats, adoption barriers, and dealer operational needs.
• Work with Marketing on customer communication, events, and campaign engagement.

Qualifications

• Required
• 3-6+ years in automotive Saa S, dealership technology, or automotive retail operations.
• Strong understanding of dealership workflows across fixed ops, variable ops, CRM, and marketing.
• Experience managing a customer book of business, with accountability for retention and expansion.
• Excellent communication, relationship-building, and presentation skills.
• Ability to analyze data and translate insights into customer recommendations.
• Preferred
• Experience with automotive DMS, CRM , Fix Ops Service Scheduling/Inspection, and Marketing platforms.
• Background in dealership operations (BDC, service lane, sales management, or digital marketing).
• Familiarity with OEM programs, certification requirements, and compliance standards.
• Prior success using account planning methodologies (e. g., plan-on-a-page, mutual success plans, health scoring frameworks).
• Success Metrics
• Renewal rate and churn reduction across the assigned book of business
• NDR (Net Dollar Retention) and Expansion revenue driven by multi-solution growth
• Product adoption and usage of metrics for DMS, CRM, Service, and Marketing
• Customer satisfaction (NPS/CSAT) and reduction in escalations
• Completion and quality of account plans Effective collaboration with Performance Managers/SMEs
• Customer Advocacy - Builds trust and drives dealer success.
• Business Acumen - Understands dealership KPIs and operational workflows.
• Relationship Leadership - Manages complex stakeholder groups across rooftops.
• Account Planning - Strategic thinking with strong documentation and follow-through.
• Communication & Influence - Clear, professional, and proactive.
• Collaboration - Works seamlessly with SMEs and cross-functional partners.
• Travel

60-75% depending on territory size, dealer visits requirements.

Compensation

Competitive base salary + variable compensation tied to renewals, expansion, and adoption metrics

• Full benefits and professional development opportunities
• EQUAL OPPORTUNITY EMPLOYER

The Solera group is an equal opportunity employer and complies with all applicable federal, provincial, and local fair employment practices laws.

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