Field Account Manager
Headquartered in Cambridge, 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 Field Account Manager (FAM) collaborates with our Enterprise dealer partners to manage post-sale dealership onboarding and to then 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. FAMs work in strong partnership with their Regional Sales Director counterparts to ensure a seamless customer experience across all points of their CarGurus Partnership.
FAM is ultimately responsible for maintaining high customer retention rates and continually educating dealers on CarGurus' value through data-driven insights, relationship development, and a deep understanding of customer needs.
What you’ll do
- Manage a portfolio of 250 paying accounts across 40-50 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 issues.
- Collaborate efficiently across departments (support, billing, content, product, and engineering) to communicate key issues within the CarGurus organization.
What you’ll bring
- 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
Role Overview
The Field Account Manager (FAM) collaborates with our Enterprise dealer partners to manage post-sale dealership onboarding and to then 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. FAMs work in strong partnership with their Regional Sales Director counterparts to ensure a seamless customer experience across all points of their CarGurus Partnership.
FAM is ultimately responsible for maintaining high customer retention rates and continually educating dealers on CarGurus' value through data-driven insights, relationship development, and a deep understanding of customer needs.
What you’ll do
- Manage a portfolio of 250 paying accounts across 40-50 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 issues.
- Collaborate efficiently across departments (support, billing, content, product, and engineering) to communicate key issues within the CarGurus organization.
What you’ll bring
- 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
