Strategic Account Manager, Dealer Solutions Account Management

Account Manager, Dealer Solutions Account Management (CRM) Department: Dealer Solutions Account Management Reports to: Area Director, CANADA, Dealer Solutions, Sales and Account Management 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. Customer Health & Risk Mitigation 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 SaaS, 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 Competencies 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. EQUAL OPPORTUNITY EMPLOYER The Solera group is an equal opportunity employer and complies with all applicable federal, provincial, and local fair employment practices laws.

The Account Manager serves as the primary relationship owner for automotive dealer accounts, focusing on customer retention, renewal execution, and product adoption. They collaborate with technical SMEs to drive operational improvements and expand revenue through the cross-sell and upsell of SaaS solutions.

Candidates need 3-6+ years of experience in automotive SaaS or dealership operations with a strong understanding of fixed and variable ops workflows. Proficiency in managing a book of business and driving net dollar retention is essential.

• Data analysisPreferred

Identified from the job description. Confirm important requirements above.

• Account Management
• Customer Retention
• Renewal Negotiation
• Cross-selling
• Upselling
• Relationship Building
• Account Planning
• Data Analysis
• Dealership Workflows
• CRM Optimization
• Business Reviews
• Risk Mitigation
• Stakeholder Management
• Strategic Alignment
• Customer Advocacy

• Sales
• Customer Service & Support
• Software
• Management & Leadership
• Consulting

Minimum experience

6+ years

Apply by

Sep 12, 2026

Posting language

English

Working hours

40 hours per week

Location requirements

Country, Nova Scotia, Canada

Seniority

Mid-Senior level