CarGurus
We're re-engineering car shopping. Join us for the ride.
Cambridge, MA
Hybrid

Customer Success Partner Specialist

Sorry, this job was removed at 11:22 a.m. (EST) on Thursday, April 23, 2020
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Car shopping is complicated. At CarGurus, we use data and technology to make it simple, giving people the tools they need to confidently find, buy, finance, or sell a car. The best part? Our work’s made a real impact. We’re the most-visited car-shopping site in the US, and we’re expanding globally. Ready to come along for the ride?

Are you a problem solver looking for your next role in an ever-changing industry? If yes, our Customer Success team is looking for you!

We will be building out our Customer Success organization with a Partnership team. The Customer Success Partner will work alongside the account managers, marketing, and support teams as an additional resource to help existing CarGurus customers get the greatest results from our partnership. This opportunity will allow you to find opportunities for engagement; be flexible and dynamic on how to appropriately support clients; and have a passion for helping clients learn the tools and techniques to help deliver even better value from their CarGurus relationship.

Since this role will not have a play book, you will nee to dive into conversations with dealers to understand their current use of the CarGurus tools and resources. From there, you will develop a plan to further demonstrate those tools. Whether with an account for a day, a week, or months, you will seek the challenge of catering your approach to that specific dealer’s needs and developing a plan on how to make a meaningful impact in a short amount of time.

Candidates must have excellent presentation, analytic, and problem-solving skills. Additionally, candidates should expect to be held accountable for results (as measured by more engaged, happy, retained, and growing customers) and take pride in their achievements.

What You'll Do:

  • Engage dealer-partners to help them see improved success through better engagement with our tools and shoppers.
  • Excel at collaboration and communication with both dealer clients and internal partners.
  • You’ll be responsible for identifying, strategizing a plan of action, and prioritizing the best opportunities and approach for engaging with clients to improve the return on this role’s supplemental efforts in supporting dealers
  • Be diligent about the use of CarGurus internal tools and processes to detail activities, learnings, customer feedback, and support the collaborative team-support approach with our clients
  • Leverage a detailed understanding of the automotive sales industry and a strong empathy for dealers.

Who You Are:

  • 2+ years managing accounts/customers in a fast-growing, dynamic environment
  • Strong ability to work autonomously and creatively to recommend solutions and approach as required by specific customer needs
  • Proven track record of consultative approach including: extensive customer service experience, problem solving, solution development, presenting to clients, execution of plan, and value reinforcement
  • Extensive knowledge of Automotive Dealer landscape and business challenges is required and with actual on-site experience
  • Must be a coachable, open-minded learner and team player with strong communication skills to build both internal and external partnerships.

CarGurus Culture:

At CarGurus, we invest in our people’s professional growth with everything from learning and development programs to tuition reimbursement. Want to work on projects that expand your skill set without sacrificing your work/life balance? You got it. We also strive to provide perks and benefits that employees actually care about like free lunch, commuter subsidies, and more. That includes equity in the company—our way of showing that we want you here for the long haul.

We work hard every day to build the world’s most trusted and transparent automotive marketplace, but trust and transparency don’t just apply to our consumers. They extend to our talent, too. We aim to create a workplace where everyone feels they can bring the ultimate expression of themselves and their potential—where you don’t just fit, you thrive. We don’t discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

In addition to the US, CarGurus operates sites in Canada, Germany, Spain, Italy, and the UK—with other markets on the horizon. We have offices in Cambridge, MA; Detroit, MI; Dublin, Ireland; San Francisco, CA and London, UK. Check out our careers page to learn more.

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What are CarGurus Perks + Benefits

CarGurus Benefits Overview

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.

Culture
Volunteer in local community
CarGurus hosts fundraisers and volunteer outings year-round. Our 2023 service weeks are November 6-17 and feature opportunities to support 19 organizations for meal prep, coaching, cleanups, and more
Partners with nonprofits
CarGurus partners with many orgs working to drive equity and inclusion, support people in need, and train tomorrow's tech leaders, including Building Impact, the Red Sox Foundation, and Hack.Diversity
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
Many CG teams have regular, in-person all-hands meetings at which they share updates, celebrate success, recognize individual contributions, and discuss what's to come
In-person revenue kickoff
President's club
Employee awards
Flexible work schedule
Our hybrid model gives Gurus flexibility to integrate work and life. Perks like free lunch, paid commuter fees, and pop-up events make in-office time easy to enjoy
Remote work program
Field sales roles are remote by design, as well as select roles on other teams on a case-by-case basis
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Diverse voices power innovation! Our managers, directors, and leaders bring a range of backgrounds, experiences, and perspectives to our work each day
Mandated unconscious bias training
Unconscious bias has the potential to impact decision-making, team dynamics, and career growth. Training on how to identify, challenge, and avoid it is required to be completed by all Gurus
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
We have 7 ERGs that welcome, support, and connect Gurus--AccessAbililty@CG, AAPI@CG, CG Salutes Service, LGBTQ+@CG, Parents@CG, POC@CG, and Women@CG plus Women in Tech and Women in Sales communities
Hiring practices that promote diversity
We promote diversity in hiring by sourcing candidates with a range of backgrounds through various job boards and partner orgs and support them with an inclusive and equitable recruiting experience
Diversity recruitment program
Our On-Ramp early careers program connects engineers from traditionally marginalized groups with entry-level tech roles. We adhere to DEIB best practices when recruiting for all positions
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
To best support our Gurus and their families, CarGurus offers three different Flexible Spending Accounts to help employees cover qualified health care and/or dependent care expenses
Disability insurance
In the event of a non-work-related injury or sickness, CarGurus pays a monthly benefit for short-term disability for up to 12 weeks, and long-term disability for those who qualify
Dental insurance
Our Blue Cross Blue Shield dental coverage includes four cleanings a year to help Gurus keep their teeth healthy and smiles bright
Vision insurance
Our vision coverage through VSP includes an annual eye exam along with other benefits such as lenses and frames. Gurus also have access to discounts on prescriptions and laser vision correction
Health insurance
Health insurance is provided through Blue Cross Blue Shield with two PPO options to choose from including a PPO Plan or a PPO Saver Plan with HSA, to which CG contributes
Life insurance
We offer Basic Life and AD&D Insurance through Sun Life Financial, providing beneficiaries with 2X your annual earnings up to $500K. Add'l coverage can be purchased for spouse/kids/domestic partner
Pet insurance
Gurus love their furry, feathered, and scaly friends. We offer a pet insurance discount program through MetLife
Wellness programs
Visit our wellness rooms for prayer, quiet time, and meditation. Ongoing programming includes onsite eye exams, nutrition and mental health seminars, Red Cross first aid training, and more
Team workouts
Gurus break a sweat together in person and virutally through our #peloton Slack channel, Studio SWEAT onDemand membership, and workouts with local orgs like InnerCity Weightlifting
Mental health benefits
Gurus get a free Headspace subscription, counseling/support services through our Employee Assistance Program, and access to guest speakers covering stress management, burnout prevention, and more
Transgender health care benefits
Wellness days
We supplement our flexible hybrid model and unlimited PTO with periodic mental health days off each year and ongoing wellness programming like on-site yoga and expert talks
Abortion travel benefits
We cover travel for reproductive care that's not available in-state, such as transportation, car rental, mileage, and lodging costs. 1:1 virtual visits with fertility health experts are also available
Financial & Retirement
401(K)
We offer traditional and Roth 401K plans through Fidelity with automatic enrollment after 30 days. CarGurus will match 50% of your contributions up to 8%. Employee contributions are always 100% vested
401(K) matching
CarGurus matches 50 cents of every dollar of your 401K contributions up to 8% of your eligible compensation. You're 50% vested after one year of employment, 100% vested after two
Company equity
We offer Restricted stock units (RSUs) to new hires, subject to time-based vesting tied to employment. Gurus have the potential to earn more RSUs through retention programs and eligible promotions
Performance bonus
We reward your hard work. Depending on your role, you will be eligible for either our sales incentive or employee bonus program
Charitable contribution matching
Our Charitable Giving program is funded annually to help Gurus give back to non-profit organizations with which they have a personal connection
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Care.com membership gives Gurus access to babysitters, nannies, senior caregivers, home health aides, dog walkers, pet sitters, and more plus 8 free days of emergency backup care
Generous parental leave
We offer 100% paid pregnancy-related medical leave up to 16 weeks plus 15 days of gradual return. For parental leave, we offer 100% paid leave up to 8 weeks
Family medical leave
CarGurus has a private plan through SunLife, which provides benefits as generous as the MA Paid Family Medical Leave (PFML) program
Adoption Assistance
All employees are eligible for 8 weeks of parental leave plus 4 weeks for adoption/foster care. We reimburse adoption expenses of up to $10K annually, up to $20K, through Carrot Fertility
Restricted work hours
We respect after-hours and PTO boundaries, and encourage Gurus to pause notifications, block focus time, and update their Slack status to help manage their time
Return-to-work program post parental leave
Company sponsored family events
In partnership with our Parents@CG ERG, we host ongoing in-person and virtual family events year-round, including a Halloween party and holiday gingerbread house decorating
Fertility benefits
All Gurus receive fertility health and family-forming benefits through Carrot Fertility including adoption, in vitro fertilization, egg/sperm freezing, and menopause support
Vacation & Time Off Benefits
Generous PTO
Our unlimited PTO empowers Gurus to take time away for doctor visits, parent-teacher conferences, home repair appointments, etc. Some use PTO for religious holidays that we do not already have off
Paid volunteer time
CarGurus offers paid volunteer time during our annual service week through which we support nonprofit partners with career coaching, food prep and service, waste cleanup, and more
Sabbatical
Get one month off after 5 years at CarGurus, and another after 10. People use this time to take dream vacations, visit family abroad, and attend playoff games... or to do nothing at all!
Paid holidays
Paid sick days
Our unlimited sick leave allows Gurus to take the time they need to care for their own physical or mental health and/or that of a family member
Flexible time off
Bereavement leave benefits
Company-wide vacation
We supplement our flexible hybrid model and 12 company holidays with unlimited PTO with periodic mental health days off each year
Office Perks
Commuter benefits
Our commuter benefits cover your parking, train fare, and other expenses depending on how you travel to work. A quarterly stipend is available to those who walk or bike to the office
Company-sponsored outings
We connect regularly in and out of the office, including at our legendary annual party. IYKYK
Free daily meals
In-office employees select lunch from 4-7 local restaurants each day. We ensure that options include the diverse cuisines of our local communities and accommodate food allergies and preferences
Free snacks and drinks
Sweet, salty, crispy, chewy, crunchy, and caffeinated--we have it all in our well-stocked kitchens
Some meals provided
We provide free lunch every day in the office and an abundance of snacks. Our Dining Club connects employees and leaders for dinner at local restaurants
Company-sponsored happy hours
Catch up with friends and make new ones at our regular happy hours. These typically feature an open bar and fun bites
Onsite office parking
CarGurus employees don't worry about where they will park with our on-site or nearby garage options and parking subsidy
Recreational clubs
Gurus connect in-person and virtually for game nights, Peloton rides, book clubs, travel talk, scotch tastings, dining out, and more
Relocation assistance
Relocation assistance is available depending on role level and location. Ask your recruiter for details
Fitness stipend
Get a free gym membership and reimbursement of up to $300 for fitness-related expenditures, plus a free subscription to the Studio SWEAT onDemand fitness app
Home-office stipend for remote employees
Our IT Service Desk provides a number of peripherals and accessories for at-home productivity for full-time remote Gurus
Meditation space
Mother's room
Professional Development Benefits
Job training & conferences
Our Career Development Model includes time for outside learning and development. We think this makes our people more well-rounded and connected
Tuition reimbursement
We offer up to $10K per calendar year for tuition reimbursement for graduate-level courses and $5K for undergrad for employees working 30+ hours a week
Lunch and learns
Our regular info sessions include a monthly "Welcome, Ask Me Anything" (WAMA) series with senior leaders, quarterly Town Halls, and product and skill-focused seminars with internal and external SMEs
Promote from within
Mentorship program
Our popular Elevate mentorship program pairs employees with experienced leaders to discuss personal and professional development while growing participants' skills and network
Continuing education stipend
We offer up to $10K per calendar year for tuition reimbursement for graduate-level courses and $5K for undergrad. Plus, all Gurus have access to over 16K courses through LinkedIn Learning
Continuing education available during work hours
Our Career Development Model builds in time for outside learning and development, and we encourage Gurus to pause notifications and block focus time as needed, including for LinkedIn Learning courses
Online course subscriptions available
Customized development tracks
Paid industry certifications
To help our Gurus reach their personal and professional development goals, we offer stipends for industry certifications that vary by role and department
Personal development training
Virtual coaching services
Apprenticeship programs
We partner with the Cambridge STEAM Initiative to give students most impacted by systemic inequities the opportunity to shadow and support our engineering teams

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