Customer Growth Specialist

At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire, our trade and appraisal technology, Accu-Trade, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry.  

No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together – putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challenge and Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, Doing the Right Thing, even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable.

But don’t take our word for it. As a U.S. News & World Report Best Company to Work For in 2024, we’re obsessive about the employee experience. We are among the top 20% being declared “Best” of our industry based on six critical factors that are important to employee wellbeing, like quality of pay, benefits, work life balance and more.

ABOUT THIS ROLE:

The Customer Growth Specialist is responsible for ongoing customer success, retention, and growth. As a Customer Growth Specialist, you will partner with Account Executives and Performance Managers across the nation (who are principal on each account) in an effort to identify patterns for success and anticipate challenges. You will collaborate with them to provide deep insights, reporting, and talking points to optimize discussions with our dealer partners. You will demonstrate to all who touch our dealer clients how to use data and analytics to make our value clear and unimpeachable. You will work closely with the entire Customer Growth & Retention Team, Customer Analytics, and Reporting Teams to execute the team’s goals and achieve our desired outcomes.

Responsibilities include:

• Manage an allotment of at-risk accounts assigned by your direct manager, executing on retention strategies
• Respond to inquiries for retention & growth assistance from Regional Sales Managers, Account Executives, Performance Managers, and/or Business Development Executives
• Act as the main point of contact on all these scenarios, collaborating with RSMs, AEs, PFMs, BDs, and/or other members of the Customer Growth & Retention Team
• Analyze and interpret multiple data sets to find the most compelling evidence for these accounts
• Provide high-quality insights, reporting, and talking points to strategically supplement the AEs or PFMs desired outcomes 
• Work closely with the entire Customer Growth & Retention Team to simplify resources and tools for Team Revenue
• Work closely with the Customer Analytics and Reporting Teams to launch and build new capabilities (i.e. self-sufficient reporting in Seismic and Tableau) for Team Revenue
• Execute retention strategy, pull reports, and key information where appropriate
• Provide insight to customers, Team Revenue, and assist in identifying upsell opportunities
• Demonstrate expertise of retention techniques and company product/service offerings
• Perform other related duties such as participating in various projects, pilot groups, or department initiatives as needed

ABOUT YOU:

• Excellent organizational, interpersonal, and communication (written and verbal) skills.
• Excellent planning and solutions selling experience 
• Motivated and comfortable working remotely in a home office as well as from the road/field
• Ability to conduct in-depth presentations (including product demonstrations) that highlight key benefits, return on investment, and the value of our solution and services
• Experience in the automotive space or digital marketplace is ideal
• Strong business acumen
• 2-3 years of relevant or equivalent experience
• Exceptional time management skills with the ability to handle multiple projects simultaneously
• Ability to work in a fast-paced environment while solving problems quickly and creatively
• Self-motivated with an ability to work both independently and as a productive member of a team
• Ability to learn quickly and adapt to change
• Ability to interact with internal employees and dealer customers via phone, email, zoom, and in-person
• Proficient in G-Suite, Excel, Salesforce, Slack, and Google Analytics

Our Comprehensive Benefits Package includes:

• Medical, Dental & Vision Healthcare Plans
• 401(k) with Company Match + Immediate Vesting
• New Hire Stipend for Home Office Set-Up
• Employee Stock Purchase Program
• Generous PTO
• Refuel – a service based recognition program where employees receive additional paid time away to learn grow and reset
• Paid Holidays, Floating Holiday, Volunteer Day, Recharge Day