Senior Product Specialist

About the Role

Key Responsibilities

• Proactively deliver product onboarding and lifecycle support to single and multi-rooftop dealers across the CarGurus customer base, leveraging current resources and innovating on existing processes or resources to improve the customer experience
• Deliver expert product training, best practices, and performance management via phone/video, providing a high-touch support experience for the assigned book of business
• Become and serve as an indispensable advisor to dealer customers, earning trust and credibility to impact their bottom line
• Be responsible for ongoing product retention and the prevention of churn
• Provide resources and guidance to internal sales & service account teams
• Collaborate with CarGurus product, engineering, and various stakeholders to deliver personal and customer feedback for product enhancements, bug fixes, and ongoing product innovation
• Create new product support resources as needed
• Follow and/or develop processes and SOPs for product support
• Gather, analyze, and communicate data to improve internal and external performance
• Drive and/or support scaling initiatives for products, such as external webinars for training, internal newsletter updates, etc.

Requirements

• 5+ years of professional experience
• Prior experience supporting automotive dealers' vehicle acquisition and pricing strategies at scale, through other vendor or SaaS company experience
• Deep expertise in vehicle pricing strategies, from acquisition to sell-through, and a thorough understanding of dealership operations
• Willingness to adopt & deliver new product support in the future
• Strong communication skills to build and maintain robust relationships with dealers, ensuring their objectives are met and exceeded
• Strong attention to detail and presentation skills, with the ability to convey complex ideas clearly and effectively
• Desire and ability to learn and leverage AI tools for personal performance and business gains
• Thrive in a collaborative environment, acting as a connector between CarGurus customers, the Product Specialist team, and cross-functional stakeholders
• Ability to approach complex problems with curiosity and an open mind
• Willing to go the extra mile to solve problems for customers, team, and business
• Ability to thrive in a 'building' capacity, comfortable with ambiguity and adept at shaping processes and strategies in a developing environment

Nice to Have

• Willingness to deliver new product support in the future
• Experience with scaling initiatives such as webinars and internal communications
• Interest in leveraging AI tools for performance and business gains

Qualifications

• Experience supporting automotive dealers' vehicle acquisition and pricing strategies at scale
• Deep expertise in vehicle pricing strategies from acquisition to sell-through
• Understanding of dealership operations

Benefits & Perks

• Best-in-class benefits and compensation, including equity for all employees
• Career development programs and corporate giving initiatives
• Employee resource groups (ERGs) and communities
• Flexible hybrid work model and robust time off policies
• Perks such as daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage