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SalaryWho 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 Manager, Field Account Management - West, promotes customer retention and works to develop team members who build, maintain, and protect customer revenue through consultation and relationship management. They coach towards accuracy in bottom-up retention forecasting within their team, communicate honestly and openly, and build a culture of collaboration and shared success. They own their team's performance and its management of accounts, are data-driven in their decision making and are capable of developing, communicating, and executing on large strategic initiatives. They are able to work with and influence stakeholders across the business. They are responsible for coaching and developing team members while also owning their own development and growth of responsibilities. Additionally, they are capable of aligning the goals and objectives of the team with those of the broader business and promote the "why" behind the work we do every day!
This role requires an entrepreneurial mindset, and the ideal candidate embodies the CG Core Values of moving quickly, integrity, and collaboration.
What you'll do
- Directly manage a team of 6-7 Field Account Managers
- Oversee team target attainment, supporting direct customer retention efforts and expansion revenue discovery
- Manage operational inputs of team members related to customer engagement and experience expectations, including specific KPIs and salesforce data hygiene
- Maintain weekly 1x1s with team members to discuss customer issues, opportunities, sales collaboration, account planning and projects, and career development
- Own roll-up churn forecasting for team, including detailed progress reporting and strategy for large retention opportunities
- Be a direct point of escalation for large customer issues
- Be an active presence on the floor, maintaining a positive attitude, motivating those around you and being a driving force behind the team's overall success
- Oversee team and department-level projects related to process improvement and new initiatives
- Be an expert in our suite of products, and a capable communicator back to our product and marketing teams around changing customer needs
What you'll bring
- You are an experienced people-leader who is decisive, results oriented, and has a bias for action
- You embody a growth mindset and foster an environment of learning within your team
- You deliver direct and constructive feedback consistently
- You consistently delivers information both upwards and to direct reports to promote and communicate team and individual performance, pacing, and initiatives
- You are capable of owning projects from inception to completion through strong project management, a reliance on data, and the ability to set expectations and hold those around you accountable
- You create meaningful partnerships and a sense of belonging, setting foundations of trust, respect, inclusion within the field organization and supporting teams
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
