Account Manager, Level 1
Headquartered in Boston, Massachusetts, CarGurus is the all-in-one platform that’s moving the entire car shopping journey online and guiding customers through each step. This includes everything from selling an old car to financing, purchasing, and delivering a new one. Today, millions of consumers visit cargurus.com each month, and more than 30,000 dealerships use our products. We have a people-first culture that fosters kindness, collaboration, and innovation, while empowering our Gurus with tools and resources to fuel their career growth. Our goal is to give all people—consumers, dealers, and our employees—the power to reach their destination.
Job Description
Role overview
The Account Manager (AM) role leads the success, retention, and growth of their book of business throughout the customer lifecycle. An AM has a positive relationship with both internal (Account Executives) and external (Dealer Partners) stakeholders. As the primary contact for dealers and dealer groups, AMs are responsible for providing an effective and communicative consultative performance analysis and technical support experience to ensure dealers are getting a positive value from their CarGurus subscription. AMs work closely with Account Executives (AE) to drive growth within the existing customer base through product upgrades, new product sales, and renewals. Through effective relationship management and proactive engagement, the primary objective of an AM is to protect against dealership churn and drive the growth of product and services usage.
What you'll do
- Partner with AE to support shared book of business
- Become a subject matter authority on all CarGurus products (Listings Packages & Digital Suite)
- Complete post-sale onboarding for new dealerships and dealership personnel
- Be data driven in quantifying value of our service to dealers and identifying opportunities for growth and improved results.
- Educate dealers on how to maximize the value of the CarGurus platform by leveraging tools, reports, and best practices
- When appropriate, work with customer to follow-up on technical, billing, and content issues
- Advance cross-departmental collaboration (Support, Billing, Data Integrity, Product and Engineering) to convey key issues and promote new insights within the CarGurus organization
- Develop deep and wide-ranging relationships with dealership decision makers and staff, growing our span of influence and the number of CG Champions within the dealership
In summary, Account Managers provide ongoing support to improve the overall level of client happiness and minimize customer churn. To ensure the best customer experience, and in turn an increase in product adoption, stickiness, and revenue per dealer, AM collaborates closely with their AE counterparts to build a detailed spectrum of CarGurus engagement for any customer. From initial onboarding through steady-state proactive and strategic consultation, an AM serves as the consultative face of CarGurus and trusted advisor to customers throughout the partnership lifecycle.
Role overview
The Account Manager (AM) role leads the success, retention, and growth of their book of business throughout the customer lifecycle. An AM has a positive relationship with both internal (Account Executives) and external (Dealer Partners) stakeholders. As the primary contact for dealers and dealer groups, AMs are responsible for providing an effective and communicative consultative performance analysis and technical support experience to ensure dealers are getting a positive value from their CarGurus subscription. AMs work closely with Account Executives (AE) to drive growth within the existing customer base through product upgrades, new product sales, and renewals. Through effective relationship management and proactive engagement, the primary objective of an AM is to protect against dealership churn and drive the growth of product and services usage.
What you'll do
- Partner with AE to support shared book of business
- Become a subject matter authority on all CarGurus products (Listings Packages & Digital Suite)
- Complete post-sale onboarding for new dealerships and dealership personnel
- Be data driven in quantifying value of our service to dealers and identifying opportunities for growth and improved results.
- Educate dealers on how to maximize the value of the CarGurus platform by leveraging tools, reports, and best practices
- When appropriate, work with customer to follow-up on technical, billing, and content issues
- Advance cross-departmental collaboration (Support, Billing, Data Integrity, Product and Engineering) to convey key issues and promote new insights within the CarGurus organization
- Develop deep and wide-ranging relationships with dealership decision makers and staff, growing our span of influence and the number of CG Champions within the dealership
In summary, Account Managers provide ongoing support to improve the overall level of client happiness and minimize customer churn. To ensure the best customer experience, and in turn an increase in product adoption, stickiness, and revenue per dealer, AM collaborates closely with their AE counterparts to build a detailed spectrum of CarGurus engagement for any customer. From initial onboarding through steady-state proactive and strategic consultation, an AM serves as the consultative face of CarGurus and trusted advisor to customers throughout the partnership lifecycle.
