Field Account Manager

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Job description

Car shopping is complicated. At CarGurus, we use data and technology to make it simple, giving people the tools they need to confidently find, buy, finance, or sell a car. The best part? Our work makes a real impact. We're the most-visited car-shopping site in the US, and we are growing fast in our international markets. Ready to come along for the ride?

The Field Account Manager (FAM) role works with our largest dealer partners and handles post-sale onboarding of dealerships as well as supporting them throughout their customer lifecycle. The FAM role has a strong relationship with both internal (National Sales Directors) and external (Dealership) partners.
As the primary contact for dealers and dealer groups, FAMs are responsible for providing an effective and communicative support experience along with proactive, consultative feedback to ensure dealers are getting the most out of their subscription. FAMs work closely with Field Sales Directors to drive growth within the existing customer base through renewals, product upgrades, and new product sales.
FAMs will provide ongoing support to enhance the overall level of client satisfaction and minimize customer churn. To ensure the best customer experience, combined with ongoing business requirements, Field Sales Directors will tightly partner with their FAM counterparts to build a seamless spectrum of CarGurus engagement for any customer. From initial onboarding through steady-state proactive and strategic support, our FAMs will serve as the face of CarGurus to customers throughout the post-sale partnership.

What You'll Do:

Manage account base of roughly 500-700 existing field accounts (25-35 total Groups).
Become a subject matter expert on all CarGurus products (listings, display advertising, SEM).
Complete post-sale onboarding training for new dealerships and dealership personnel over a 45-day training and development period.
Provide dealership and group-level performance analysis; identify areas of potential improvement.
Educate dealers on how to take full advantage of the CarGurus' platform value, bringing to bear raging tools, reports, and standard methodologies.
Act as customer Liaison for technical, billing, and content issues.
Efficient cross-departmental collaboration (support, billing, content, product and engineering) to convey key issues to the rest of the CarGurus organization.
Maintain positive relationships with National Sales Directors and support the progression of MRR growth opportunities via back-office support, ongoing customer engagement, and using existing relationships to recognize growth opportunities.
Deep and wide-ranging relationships with decision makers and staff on the dealership side, growing our span of influence and the number of CG Champions within the dealerships.
Build, coordinate, and deliver quarterly business reviews in-person to dealership decision makers in tandem with the field sales organization.

Who You Are:

Bachelor's Degree, with at least 2 years of Account Management or Client Services experience.
Ability to adapt quickly to change, within an ever-evolving business environment.
Analytical capacity (data analysis, recognizing performance trends and causality).
Microsoft office experience (Excel, PowerPoint).
Self-starter mentality , strong internal motivation.

CarGurus Culture:
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have the determination, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to speak with you and see if you could be a great fit.
At CarGurus, we invest in our people's professional growth with everything from learning and development programs to tuition reimbursement. Want to work on projects that expand your skill set without sacrificing your work/life balance? You got it. We also strive to provide perks and benefits that employees actually care about like free lunch, commuter subsidies, and more. That includes equity in the companyour way of showing that we want you here for the long haul.
We work hard every day to build the world's most trusted and transparent automotive marketplace, but trust and transparency don't just apply to our consumers. They extend to our talent, too. We aim to create a workplace where everyone feels they can bring the ultimate expression of themselves and their potentialwhere you don't just fit, you thrive. We don't discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.
CarGurus employees in the US can choose to work from home / remotely for the duration of 2021 or participate in a phased return to our beautiful office spaces. We expect most roles to be in-office at least 3 days a week beginning January 2022. In addition to the US, CarGurus operates sites in Canada and the UK. We have offices in Cambridge, MA; Detroit, MI; Dublin, Ireland; San Francisco, CA and London, UK. Check out our careers page to learn more.