Senior Product Specialist

CarGurus•Boston, MA

19h•Hybrid

About The Position

CarGurus is looking for a dynamic and experienced Senior Product Specialist to spearhead product launches in the automotive retail acquisition and pricing space. This role is integral to driving dealer success by enhancing pricing strategies and optimizing vehicle acquisition processes across our dealer network. In this position, you will have the unique opportunity to work closely with our dealership network, delivering advanced pricing solutions and ensuring dealers maximize value from the CarGurus platform. Your role will involve deep engagement with customers to understand their needs, provide expert guidance, and leverage your vast knowledge of the used vehicle lifecycle to effect tangible business outcomes. You will engage with various cross-functional stakeholders and teams across the organization to deliver the best possible value and support. This is an opportunity to join a team that thrives on digital transformation and pioneering new approaches in the automotive retail space. If you are passionate about playing a crucial role in shaping the future of dealership acquisition and pricing strategies, and desire to coach dealers to stay ahead in a competitive market, we want to hear from you!

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
Ability to thrive in a "building" capacity, comfortable with ambiguity and adept at shaping processes and strategies in a developing environment
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 your customers, team, and business

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.