Jonathan Miles Email & Phone Number

As a Performance Manager I am responsible for customer retention by pro-actively interacting with dealerships to assist with maximizing the products Return on Investment (ROI) through effective utilization and use of the software. I am also responsible for managing accounts via telephone and in-person visits to drive customer engagement. Key Responsibilities: • Effectively manage the progress and results of accounts assigned (retention)• Engage in high profile level activity across strategic client groups• Build and develop strong working relationships with customers and all users in the dealerships• Work with ‘at risk’ clients and determine action plan to turnaround and retain• Demonstrate “ownership” of account by responding to client requests in a timely and urgent manner• Monitor and analyze account performance and trends to determine adjustments to dealer expectations, goals and objectives in order to achieve results• Utilize standardized methods provided to closely monitor system ‘red flags’ and emergencies with clients and take immediate action• Determine needs for additional ‘value resource’ in order to maintain success of client progress/results• Work with, contribute and manage the action(s) required to turnaround ‘cancelled’ accounts• Effectively manage time and activity to successfully engage with every client at least once per month• Perform GTM meetings each work day to meet target goals• Construct and communicate summary reports with appropriate documentation• Engage and participate in the exchange of ‘best practices’ across entire Performance Management team

Key Responsibilities*Provide dynamic product training to all members of client sales and service teams (including DPs, GMs, management and staff) with customized presentations catered to their specific operational needs. These trainings are provided both on-location, as well as virtually.*Establish and maintain communication with top tiers of client leadership throughout all stages of ensuing install and follow-up trainings. *Identify and analyze key client-specific processes and goals to ensure immediate and long-term success with our products and services through both system and training customization.*Provide detailed reports to leadership following client interactions, reflecting areas of success, concern, and/or requiring further address. *Provide follow-up training to existing clients, applying an analytical approach to improving client awareness and utilization of our products/services with an emphasis on cohesion and retention.*Work with at risk accounts, employing a Listen, Identify and Deliver approach to client challenges in order to identify opportunities for improved utilization and reduce client churn.*Provide mentorship for onboarding trainers through observation, coaching and ongoing support both during, and beyond, trainer sign-off.Key Achievements*Selected for the install team for the Camping World nationwide virtual rollout. This install presented unique challenges that required creative thinking and strong understanding of the CRM's advanced functionality for success.*Quickly promoted from Client Trainer to Senior Consultant after demonstrating extensive knowledge with system, coupled with ability to think critically and provide solutions for existing clients considered to be "at risk" for churn.*Achieved sign-off in second B/U product installation with DealerTrack DMS Business Office.*Developed off-line solution for client training that included a fully demonstrable CRM with full desking and reports capability.

Chattanooga, Tennessee Area

SPECIFIC RESPONSIBILITIES: • Promote and deliver both on-site and webinar-based instruction and operation of VinSolutions suite of products, promoting the advancement of its utilization with our customers• Maintain in-depth knowledge of the VinSolutions suite of products including product settings, features & benefits, system functionality, and settings cause & effect relationships• Effectively present VinSolutions suite of products in a clear, concise manner, demonstrating functionality of the system and answering dealership questions through on-site dealership trainings • Effectively troubleshoot questions and issues within the VinSolutions Suite of products to meet each individual customer’s needs• Participate in product development and enhancement review sessions to continue development as a VinSolutions subject matter expert• Participate in the development of new training programs and content as directed by Training Department management• Construct and communicate all dealership training documentation, including training agenda, daily training reports with class attendance and training issues, training recaps, support tickets, and other training communication, recording all documentation in VinSolutions CRM software• Keep up-to-date on current automotive trends and best practices to ensure educational content is relevant to provide maximum value to dealerships • Engage and participate with Product Training team including working with new team members, mentoring & coaching new members, and participating in team meetings• Schedule travel in accordance with department practices and Cox Automotive company guidelines and policies

Chattanooga, Tennessee Area

ESSENTIAL DUTIES & RESPONSIBILITIES:*Use consultative approach to drive & sustain improvements within the work-flow and vehicle inspection process of their clients, leading to increased customer pay revenue within their dealerships*Analyze client performance (both from reports & direct observation) to determine areas of opportunity for improvement within the fixed operations group at dealerships.*Provide both on-site and web-based training and implementation of AutoPoint products on an ongoing basis to ensure uninterrupted utilization by our customers*Proactive outbound communication to clients (up to DP/GM levels). Establish and maintain a solid business relationship with dealership personnel*Present and communicate AutoPoint products and offerings and their application within the overall dealership environment. *Understand the key performance indicators (KPI) that leverage the dealer’s business.*Effectively communicate AutoPoint’s value proposition and align it with the dealer’s objectives.*Regularly review, with assigned accounts and dealerships, the results of the marketing product suite.*Identify and recommend program changes and marketing strategiesRELATIONSHIP MANAGEMENT:*Maintain ongoing communication with different levels of account and dealer management at assigned account and dealer locations.*Assess performance of existing dealers. ACCOUNT RETENTION AND MANAGEMENT:*Manage the retention, product penetration and growth of assigned accounts.*Manage all customer issues and conflict resolution.*Participate in the enrollment and review process for new orders for retention programs and custom campaigns.*Maintain dealer contacts and business activity in Salesforce CRM on a regular basis.*Process and file internal documentation/communication on a timely basis, including but not limited to:- MMR Visit Details- Dealer Goals- Goals Achieved- Participants*Schedule future meetings

Morristown, Tn

ESSENTIAL DUTIES & RESPONSIBILITIES:*Support the dealership leadership team in achieving/exceeding business goals in the areas of:-Sales -Expense control-Retail and Service program profitability-Retail and Service customer satisfaction*Provide daily, weekly and monthly sales and progress reports to dealership leadership team.STAFF MANAGEMENT:*Sourcing, hiring and training floor sales associates *Sourcing, hiring and training BDC/Internet staff*Direct supervision over all dealership inbound internet leads and phone ups, with daily training for phone/internet staff. DEALERSHIP MANAGEMENT:*Maintaining dealership’s online presence with an emphasis on user experience and ongoing SEO enhancement. *Managing dealership social media through Facebook content and daily updates.*Software/hardware support of dealership network through regular maintainence and repair of dealership switches, hubs, computers and VoIP phone system.*Provide in-house support for vendor programs, including CRM and DMS maintenance, troubleshooting and repair*Perform in dealership television commercials.

Responsible for hiring, training and guiding sales and technical staff with an emphasis on product knowledge and presentations, managing sales leads and website maintenance.Responsible for sourcing new clientele through Internet and website marketing, search-engine-optimization and regular, targeted email blasts. Provided compelling and relevant product presentations, negotiated sales prices and finance rates while retaining profit for the dealership.Solely responsible for ongoing website development, content and maintenance. Developed website graphics and animations, maintained online new and used dealership inventory. Continuously monitored and applied the latest technologies and trends to ensure for the most cutting edge and compelling dealership site.

Responsible for the recruitment, hiring and training of over 300 staff members and independent contractors with an emphasis on customer service skills. Developed training procedures and protocol for all staff and contractors to establish the highest level of service attainable for our clients. Responsible for payment of wages and filing of taxes for all staff and independent contractors.Managed operations for the largest tour and turnaround service provider in New England, with clientele including ten major Cruise Lines. Provided on-site supervision and support to maintain service quality and program integrity. Developed and maintained company website, along with network interfacing between three offices. Developed and implemented procedures and protocols regarding local and remote access to corporate files with distinct attention to synchronization of existing and new information.

Managing the onboard tour programs of cruise ships around the world. Regular presentation of excursions to entire ships' compliment of guests.Sales and dispatch of excursions.Management and development of staff.

Political Science

Political Science