Manager, Performance Team (Central)

Impel; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Impel is seeking a Manager, Performance Team to lead the regional Performance Managers and Dealer Success teams. You will oversee onboarding, training, retention, and growth initiatives, coordinating with the National Account Team to align account strategies for our largest national accounts.

You will hire, train, and mentor staff, track performance metrics, and act as a SME in dealer engagements. The role emphasizes enhancing a SaaS customer success model and cross-functional collaboration

Qualifications

• Bachelor’s Degree and 6+ years of experience building customer success teams.
• Experience setting up and developing customer success teams for digital marketing and/or SaaS products.
• Automotive industry or software for independent distributors/dealers preferred.
• Proven track record in developing and implementing processes that drive performance.
• Proficiency in MS Word, Excel, PowerPoint; Salesforce; and Zoom.

Responsibilities

• Lead the team to meet and exceed monthly, quarterly, and annual metrics.
• Hire, onboard, and develop Dealer Success professionals with training and best practices.
• Lead team training to improve upsells, portfolio growth, and retention.
• Serve as SME in dealer meetings, presentations, and reviews.
• Identify opportunities across the customer base and leverage relationships.
• Refine SaaS customer success model to maximize retention.
• Develop tools to manage all channels of customer communication.
• Collaborate with Account Management, Marketing, and Product to onboard dealers.
• Demonstrate Impel values in daily interactions.
• Perform other duties as required.

Skills

Customer success leadership

Training programs

Process development

Education

Bachelor’s Degree

Tools

MS Word

Excel

PowerPoint

Salesforce

Zoom

Job description

We're harnessing the power of AI to transform automotive retailing, one of the largest segments of the global economy, and we've become one of the largest vertical AI companies in the world. Our industry-leading Automotive AI Operating System helps retailers and OEMs unify the entire customer journey–fueling faster decisions, deeper connections, and measurable impact at every step along the way. To date, we've delivered 34 billion shopper interactions, influencing more than $8 billion in Sales and Service revenue across 51 countries. To learn more about Impel, visit impel.ai .

Our Values

Relationships - At the heart of everything we do are the connections we build with customers, colleagues, and communities–rooted in trust, and strengthened through collaboration.

Results - We believe every innovation should be purposeful, every challenge met with strategy, and every outcome drives lasting measurable success.

Inventiveness - We don't just adapt to change; we embrace an entrepreneurial spirit that inspires us to take bold action–pushing boundaries and constantly reimagining what's possible at every turn.

Grit - We have a relentless drive to push forward, overcome obstacles, and seek out new ideas with ambition, energy, and passion–no matter what roadblocks we may encounter.

Job Summary and Responsibilities

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.

Qualifications

• 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.

Employer Privacy Policy

EEO is the Law

ADP Privacy Statement

Artificial Intelligence

Google Privacy Policy

Google Terms of Service