Customer Success Specialist
Meet CarGurus—the #1 visited online car shopping website in the US. At CarGurus, we’re building the world’s most trusted and transparent automotive marketplace where it’s easy to find great deals from top-rated dealers.
Founded in 2006 by Langley Steinert (co-founder of TripAdvisor), CarGurus is a technology company with a passion for data and its power to simplify every aspect of the car shopping experience. Using proprietary technology, search algorithms and innovative data analytics, we provide unbiased validation on pricing, dealer reputation and vehicle history.
PistonHeads is Europe’s largest online motoring community, boasting more than 1 million active members and over 140,000 cars for sale. The site also successfully take the online community offline, with a year packed full of reader meetings (PH Sunday Services), track activities, black-tie dinners, driving holidays and camping at racing events such as the Le Mans 24 hours.
We are looking for a results-driven, highly-motivated individual to work closely with our growing PistonHeads sales team on a varied of responsibilities both pre and post-sale. The ideal candidate is highly consultative, analytical, and brings a sales mentality to helping our paying customers maximize the PistonHeads platform.
50% of the time, this role will entail handling account-related and technical support inquiries for both prospective and current dealer clients. PistonHeads/CarGurus maintains extremely high customer satisfaction marks, and candidates will thrive from exceeding their customers’ expectations. Ideal candidates for this position are highly consultative in nature and feed off of building strong relationships with their client base. The Customer Success Specialist must have a strong sense of customer service, multitask and the ability to quickly and effectively tackle issues in both a pre-emptive and reactive manner.
This role involves a high level of analytical skill, operating in Microsoft Excel to create attribution reports to assist in the sale of new clients and ongoing reporting to help clients understand their return on the platform. Additional responsibilities include resolving technical cases for dealers and private customers in an efficient manner, and vetting cases to pass along to engineering for resolution when necessary. The CSS will have a keen eye for detail, and a perfectionist drive to proactively resolve customer issues with the adaptability to “roll with the punches” of a startup in a fast-paced environment.
Who You Are:
- Bachelor’s degree
- High level of proficiency in Excel, including v-lookup and pivot tables
- Creative, analytical mind with the ability to think critically
- Strong sense of urgency and internal motivation
- Ability to prioritize, manage time effectively, and multi-task in fast-paced environment
- Technically savvy
- Results-oriented, entrepreneurial spirit
- Ability to stay focused on task and follow directions precisely
- Strong communication skills, both verbal and written
- Experience with Salesforce.com a plus
At the core of our company culture is a spirit of innovation, curiosity and collaboration. True to our start-up roots, we’re nimble, flexible and hardworking. We have a great respect for testing and learning and a healthy aversion to scheduling meetings to discuss meetings. Lunch is catered daily. Gym membership is free. Foosball and ping pong are played often. Now a publicly-traded company, we’re as committed as ever to cultivating the culture that got us here.
In addition to the US, CarGurus operates sites in Canada, the UK and Germany with other markets on the horizon. Our offices are located in Cambridge, MA, Detroit, MI and Dublin, Ireland. If you’d like to learn more, please visit our careers page.
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