Hani Assaf
Dearborn,MI
Summary
Automotive SaaS account management expert with proven success in overseeing a $700k MRR portfolio across various dealership accounts. Achieved a remarkable increase in product adoption from 40% to 98% while maintaining a churn rate below 1.5%. Focused on proactive relationship management and efficient onboarding processes to drive growth and enhance customer satisfaction.
Overview
11
11
years of professional experience
Work History
Dealer Performance Manager
TrueCar
Remote
10.2024 - Current
- Managed a high-volume portfolio of 250 active automotive accounts across SMB and mid-market segments, including independent and franchise dealerships representing multiple automotive brands, with responsibility for $700K in Monthly Recurring Revenue (MRR).
- Consistently recognized as a top performer by maintaining customer churn below 1.5%, significantly exceeding organizational retention benchmarks through proactive account management and strategic client relationship development.
- Increased product adoption across dealership accounts from 40% to 98% by delivering consultative solutions, aligning platform capabilities with dealership operational goals, and driving customer engagement initiatives.
- Built relationships with dealership stakeholders, driving long-term account growth and increasing platform utilization while enhancing customer satisfaction.
- Streamlined client on-boarding processes, launching new dealership accounts within 48 hours to accelerate implementation and enhance customer experience.
Product Manager
FordDirect
Dearborn, MI
05.2024 - 10.2024
- Increased customer engagement by 300% through strategic content initiatives, optimized dealership digital presence, and targeted brand awareness campaigns across social and search channels.
- Collaborated with executive leadership and Ford and Lincoln stakeholders to define marketing campaign strategies that increased brand awareness, customer engagement, and improved SEO and SEM performance.
- Managed and maintained Facebook and Google Business Profiles for over 2,000 Ford and Lincoln dealerships, ensuring accurate business information across digital platforms to enhance online presence.
Customer Success Manager
FordDirect
Dearborn, Michigan
07.2022 - 05.2024
- Achieved over 95% dealership engagement and successful program enrollment by proactively partnering with dealership ownership and leadership teams to secure social media account access and implement Ford-funded national business listings and social content library programs.
- Managed a book of business consisting of 200 reactive automotive dealership accounts, driving customer engagement, retention, and ongoing service utilization across FordDirect products and vendor-supported solutions.
- Conducted account performance reviews and strategic business consultations with dealership partners, evaluating engagement metrics and optimizing service utilization to identify growth opportunities.
Digital Support Specialist
FordDirect
08.2020 - 07.2022
- Achieved fastest case resolution time in department's history by streamlining ticket workflows.
- Maintained 100% customer satisfaction index through effective technical support and troubleshooting.
- Accelerated technical onboarding process for new dealers to improve overall onboarding experience.
Service Development Specialist
MSX International Inc.
Detroit, MI
07.2017 - 08.2020
- Spearheaded the regional deployment and launch of the Service Workbench platform, successfully modernizing dealership operations by transitioning traditional paper workflows into a streamlined, digital ecosystem.
- Provided hands-on training and operational coaching to dealership service personnel, directly driving a 300% increase in OnStar enrollment metrics.
- Led training sessions for service advisors, technicians, and fixed operations employees on the new software, promoting rapid adoption and operational competency.
- Collaborated with GM zone leadership and district managers to analyze regional market metrics and identify underperforming growth sectors, providing insights for dealership performance improvement.
Lead Service Advisor
Superior Buick GMC
Dearborn, MI
05.2015 - 07.2017
- Championed customer relations and resolved issues on service drive, achieving a Customer Satisfaction Index (CSI) score consistently above district averages.
- Led frontline team of service advisors to streamline service drive workflow, enhance high-volume customer intake, and align daily shop capacity with shop foreman.
- Drove dealership profitability by identifying and presenting high-value preventive maintenance and repair recommendations, overseeing lifecycle of repair orders.
Education
Bachelor of Arts - Business Management
Marygrove College
Detroit, MI01-2016
Skills
- Account management
- Customer engagement
- Customer retention
- Revenue growth
- Sales enablement
- Product adoption
- Service optimization
- Vendor management
- Performance analysis
- Process optimization
- Tableau, Jira, Salesforce
- Contract negotiation
- Problem solving
- Team collaboration
Timeline
Dealer Performance Manager
TrueCar
10.2024 - Current
Product Manager
FordDirect
05.2024 - 10.2024
Customer Success Manager
FordDirect
07.2022 - 05.2024
Digital Support Specialist
FordDirect
08.2020 - 07.2022
Service Development Specialist
MSX International Inc.
07.2017 - 08.2020
Lead Service Advisor
Superior Buick GMC
05.2015 - 07.2017
Bachelor of Arts - Business Management
Marygrove College