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.
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
- 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.
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!
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.
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
- 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.
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
