[Hiring] Performance Consultant II @Cox Enterprises

Role Description

The Performance Consultant II is expected to build and maintain relationships with OEM corporate and field teams and dealership clients and ensure customers' needs are the driving force behind priorities, decisions, and activities in order to ensure client retention and product utilization.

Responsible for proactively interacting with dealership key decision makers within a book of business to provide consultative recommendations and actionable insights that increase client product utilization and effectiveness across products and services.

Please Note: Candidates should be located in the Upper Midwest. Up to 75% travel expected. Overnight travel to client sites and work events is expected. When not traveling, this is a remote position.

Responsibilities:

• 75% of all activity will be for on-site, in-person consultations, with 25% by phone.
• Activity is aligned with both, Xtime and agreed upon OEM program objectives.
• Responsible for external client retention by working independently to effectively manage the progress and results of each account assigned within their portfolio.
• Establish strong relationships with the OEM corporate and field teams as well as their program dealerships to promote retention and program growth.
• Participate in recurring OEM meetings to review activity and value added and to plan ongoing objectives.
• Provide proactive customer relationship management as primary point of contact post-implementation of Xtime’s product(s).
• Maintain expected level of client engagements on both a monthly and quarterly level in an effort to drive product performance & minimize potential client churn risk.
• Conduct monthly KPI reviews with respective OEM Regional Management Team.
• Conduct in-dealership consultative efforts to ensure Xtime product(s) are configured to customer processes.
• Assist in the training of various functionality afforded to enterprise customers through Xtime’s product(s) as requested.
• Provide L2/L3 technical support to enterprise customers as requested.
• Provide consultative summaries to dealership management outlining tasks completed, established action items, and analysis of process opportunities to drive client product utilization & benefits.
• Act as an enterprise customer and dealership advocate within Xtime.
• Ability to manage and track travel requirements in compliance with enterprise customer guidelines, as well as COX Automotive guidelines, where applicable.
• Develop and facilitate all enterprise level regional and/or district dealer group presentations, as requested.
• Represent Xtime and/or COX Automotive at National dealer and/or industry conferences, as requested by management.
• Develop and present ongoing business best practices workshops to internal OE Performance Management colleagues. Workshops to occur once per quarter.
• Act as point of escalation for dealership customer accounts identified as high churn risk.
• Participate in evaluation and interview process for all new OE Performance Management candidates as openings become available.
• Maintain top level performance across established OE PM disciplines while maintaining a book of business churn rate at or below Performance Management benchmark.

Qualifications

• Bachelor’s degree in a related discipline and 2 years experience within an OEM such as Chrysler, GM, Volkswagen, Subaru, Nissan, etc. dealer group(s), dealership(s), and/or industry vendor(s). The right candidate could also have a different combination, such as a master’s degree and up to 2 years experience; or 6 years experience in the above area(s).
• Minimum of 1 year working directly with dealerships; preferably in an advisory or account management capacity.
• Comprehensive variable and fixed operations understanding of dealership processes with regard to operational readiness within both the enterprise and dealership.
• Critical thinking and problem solving skills.
• Ability to clearly and effectively discuss technical issues with non-technical customer personnel.
• Sensitivity and patience when working with customers.
• Organization and attention to detail.
• Excellent verbal and written communication skills.
• Flexibility/adaptability to work in a very dynamic environment.
• Desire to work in a highly collaborative atmosphere.
• Ability to travel approximately 75% although exact amount may vary, travel consists of in market and overnight.

Preferred Qualifications

• Demonstrated success in behavioral and process change across automotive dealership personnel strongly preferred.
• Working knowledge of one or more DMS systems (desirable).

Requirements

• 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.

Benefits

• 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.
• 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, and parental leave.