Job Description
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!
CarOffer fully became part of the CarGurus (NASDAQ: CARG) family in 2023, and is an industry leader in the digital wholesale marketplace. We are automating a dealer's ability to buy, sell, and trade cars. By bringing these two companies together, we are giving consumers and dealers alike the power to reach their destination through a full suite of digital transaction platforms. With ~14,000 dealerships in the CarOffer network, we make it easy for our dealer customers to automate inventory, connect with the right buyers, and ultimately grow their profitability.
This is a hybrid position based out of our Addison, TX office.
Role overview
CarOffer is seeking a Dealer Experience Lead to join the Customer Success Team. The dealer experience lead will play a crucial role leading the team that fosters strong relationships with our clients and provides education and training support. This role will ensure the team collaborates with our dealers to build and maintain knowledge about the CarOffer platform, including features, benefits, and product updates.
What you'll do
- Lead and mentor a team of Dealer Experience Associates, providing guidance, support, and ongoing training to ensure their professional development and success in fostering strong client relationships
- Conduct comprehensive training sessions and onboarding processes for new clients to ensure they are proficient in using the CarOffer platform.
- Provide ongoing support and guidance to existing clients to enhance their understanding and utilization of the platform
- Contact dealers by phone and email to schedule ongoing training sessions
- Document Hubspot and other internal informational outlets with current training updates
- Provide feedback to clients and work with them to address any knowledge gaps for the CarOffer platform
- Educate clients on how to effectively utilize the platform to optimize their operations and maximize results
- Develop comprehensive training programs and resources to educate dealership clients on the features, functionalities, and benefits of the CarOffer platform.
- Ensure that the team delivers engaging and effective training sessions to both new and existing clients.
- Oversee the team's efforts in building and maintaining strong relationships with dealership clients, serving as a strategic advisor and primary point of contact for client inquiries, support, and assistance
- Conduct in person and web-based training sessions, lasting from 1 hour to 1 day across multiple platforms
- Develop and maintain certifications for training programs
- Be a product expert and use that knowledge to support the product development team, provide advice and guidance in a consultative manner; remain up-to-date with product changes and update/maintain training materials
- Maintain accurate records of client interactions, training sessions, and support activities using CRM software.
- Generate regular reports on team performance, client engagement, and platform usage metrics for internal review and analysis
- Create and execute Statements of Work (SOWs) for customer training
What you'll bring
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field
- Proven experience (2-5 years) in a customer success, account management, or leadership role, preferably within the automotive industry or a related field.
- Strong leadership and team management skills, with the ability to inspire, motivate, and develop a high-performing team
- Familiarity with automotive inventory management systems is a plus
- Strong in Microsoft Office (especially Excel) and Google Suite Deep understanding of customer success principles and best practices, with a passion for delivering exceptional client experiences.
- Previous experience with CRM systems (HubSpot, Salesforce)
- Superior training skills, including knowledge of learning styles and methodology; Strong relational and facilitation skills for adult learners
- Strong attention to detail and accuracy
- Must be highly organized, with an ability to plan work and meet deadlines
- Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients at all levels of the organization
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
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