Field Account Manager

Who we are
At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we're the largest and fastest-growing automotive marketplace, and we've been profitable for over 15 years.
What we do
The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they're not the only ones who love CarGurus-our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride!
The Field Account Manager (FAM) collaborates with our Quebec dealer partners to manage post-sale dealership onboarding and provide continuous support throughout the customer lifecycle. As the primary contact for our dealer partners, FAMs are responsible for delivering effective and communicative support and offering proactive and consultative feedback. FAMs deliver service and performance-related discussions with a primary focus on retention through engagement, while also influencing revenue growth as an indicator of customer satisfaction.
What you'll do

• Manage a portfolio of paying accounts across single dealers and dealership groups.
• Develop expertise in all CarGurus products (Listings, Digital Advertising, Transactional, Digital Retailing) and the automotive industry.
• Build deep and broad relationships with dealership decision-makers and staff, increasing our influence and cultivating CarGurus champions.
• Coordinate and deliver quarterly business reviews in person to dealership decision-makers, in collaboration with the field sales organization.
• Review performance and consult towards improvement in specific areas of their overall business. Educate dealer partners on maximizing the value of the CarGurus platform through engagement with our tools, data, and best practices.
• Work in close alignment with Regional Sales Directors to drive revenue growth opportunities through data-driven consultation and strong relationships.
• Conduct post-sale onboarding training for new dealer partners and personnel for their first 90-day period with a new product.
• Serve as the primary liaison for technical, billing, and content support.
• Collaborate efficiently across departments (support, billing, content, product, and engineering) to communicate key issues within the CarGurus organization.
• Onboarding new dealers that are advertising with Cargurus.
• Could help to translate some documents.

What you'll bring

• At least two years of Account Management or Client Services experience.
• Ability to adapt quickly to changes in behavior and workflow within an ever-evolving business environment. A demonstrated curiosity and growth mindset.
• Analytical capacity (data analysis, recognizing performance trends and causality) with attention to detail.
• Google Suite (and adjacent) expertise.
• A track record of establishing, maintaining, and growing relationships across multiple levels within an organization.
• Strong time management and organization skills and ownership. Proven ability to prioritize across multiple initiatives reactively and proactively.
• Track record of strategic collaboration and strong communication skills.
• Ability to travel in-market quarterly for QBR and customer-facing engagements.

Le Spécialiste en gestion de comptes travaille en collaboration avec nos partenaires concessionnaires pour gérer l'intégration après-vente et fournir un soutien continu. En tant que principal point de contact pour nos partenaires concessionnaires, le gestionnaire de compte est chargé d'offrir un support efficace et communicatif tout en fournissant des retours proactifs et consultatifs. Le gestionnaire de compte assure des discussions sur le service et les performances avec un objectif principal : fidéliser les clients par l'engagement, tout en influençant la croissance des revenus comme indicateur de satisfaction client.
Ce que vous ferez

• Gérer un important portefeuille de clients existants , incluant des concessionnaires individuels et des groupes de concessionnaires.
• Développer une expertise approfondie sur tous les produits CarGurus (Annonces, Publicité numérique, Transactionnel, Commerce numérique) et sur l'industrie automobile.
• Établir des relations solides et étendues avec les décideurs et le personnel des concessionnaires, renforçant notre influence et cultivant des ambassadeurs CarGurus.
• Coordonner et animer des revues de performance trimestrielles à distance et en personne avec les décideurs des concessionnaires, en collaboration avec le personnel de vente sur le terrain.
• Analyser les performances et conseiller sur les améliorations possibles dans des domaines spécifiques de leur activité globale. Former les partenaires concessionnaires à maximiser la valeur de la plateforme CarGurus en utilisant nos outils, données et meilleures pratiques.
• Travailler en étroite collaboration avec les Directeurs régionaux des ventes pour identifier et exploiter des opportunités de croissance des revenus grâce à des consultations basées sur les données et des relations solides.
• Dispenser des formations d'intégration après-vente aux nouveaux partenaires concessionnaires et à leur personnel.
• Servir de principal intermédiaire pour les questions techniques, de facturation et de contenu.
• Collaborer efficacement avec différents départements (support, facturation, contenu, produit, ingénierie) pour communiquer les problèmes clés au sein de l'organisation CarGurus.
• Gérer l'intégration des nouveaux concessionnaires qui font de la publicité avec CarGurus.

Ce que vous apportez

• Expérience d'au moins 2 ans en gestion de comptes ou en services clients.
• Capacité à s'adapter rapidement aux changements de comportements et de flux de travail dans un environnement commercial en constante évolution, avec une curiosité et un état d'esprit de croissance démontrés.
• Compétences analytiques (analyse de données, reconnaissance des tendances de performance et de leur causalité) avec une attention particulière aux détails.
• Maîtrise de la suite Google (et outils associés).
• Antécédents prouvés dans l'établissement, le maintien et la croissance de relations à différents niveaux d'une organisation.
• Excellentes compétences en gestion du temps, organisation et autonomie. Capacité prouvée à prioriser efficacement plusieurs initiatives, de manière réactive et proactive.
• Antécédents de collaboration stratégique et solides compétences en communication.
• Disponibilité pour des déplacements trimestriels sur le terrain pour des revues de performance et des engagements avec les clients.

Working at CarGurus
We reward our Gurus' curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and professional lives.
We welcome all
CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential-starting with our hiring process. We do not discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We foster an inclusive environment that values people for their skills, experiences, and unique perspectives. That's why we hope you'll apply even if you don't check every box listed in the job description. We also encourage you to tell your recruiter if you require accommodations to participate in our hiring process due to a disability so we can provide the appropriate support. We want to know what only you can bring to CarGurus. #LI-Hybrid