Dealer Experience Lead, CarOffer

CarOffer fully became part of the CarGurus (NASDAQ: CARG) family in 2023, and is an industry leader in the digital wholesale marketplace. We are automating a dealer’s ability to buy, sell, and trade cars. By bringing these two companies together, we are giving consumers and dealers alike the power to reach their destination through a full suite of digital transaction platforms. With ~14,000 dealerships in the CarOffer network, we make it easy for our dealer customers to automate inventory, connect with the right buyers, and ultimately grow their profitability.

This is a hybrid position based out of our Addison, TX office.

Role overview

CarOffer is seeking a Dealer Experience Lead to join the Customer Success Team. The dealer experience lead will play a crucial role leading the team that fosters strong relationships with our clients and provides education and training support. This role will ensure the team collaborates with our dealers to build and maintain knowledge about the CarOffer platform, including features, benefits, and product updates.

What you'll do

• Lead and mentor a team of Dealer Experience Associates, providing guidance, support, and ongoing training to ensure their professional development and success in fostering strong client relationships 
• Conduct comprehensive training sessions and onboarding processes for new clients to ensure they are proficient in using the CarOffer platform.
• Provide ongoing support and guidance to existing clients to enhance their understanding and utilization of the platform
• Contact dealers by phone and email to schedule ongoing training sessions
• Document Hubspot and other internal informational outlets with current training updates
• Provide feedback to clients and work with them to address any knowledge gaps for the CarOffer platform
• Educate clients on how to effectively utilize the platform to optimize their operations and maximize results
• Develop comprehensive training programs and resources to educate dealership clients on the features, functionalities, and benefits of the CarOffer platform.
• Ensure that the team delivers engaging and effective training sessions to both new and existing clients.
• Oversee the team's efforts in building and maintaining strong relationships with dealership clients, serving as a strategic advisor and primary point of contact for client inquiries, support, and assistance
• Conduct in person and web-based training sessions, lasting from 1 hour to 1 day across multiple platforms
• Develop and maintain certifications for training programs
• Be a product expert and use that knowledge to support the product development team, provide advice and guidance in a consultative manner; remain up-to-date with product changes and update/maintain training materials
• Maintain accurate records of client interactions, training sessions, and support activities using CRM software.
• Generate regular reports on team performance, client engagement, and platform usage metrics for internal review and analysis
• Create and execute Statements of Work (SOWs) for customer training

What you'll bring

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field 
• Proven experience (2-5 years) in a customer success, account management, or leadership role, preferably within the automotive industry or a related field.
• Strong leadership and team management skills, with the ability to inspire, motivate, and develop a high-performing team
• Familiarity with automotive inventory management systems is a plus
• Strong in Microsoft Office (especially Excel) and Google Suite Deep understanding of customer success principles and best practices, with a passion for delivering exceptional client experiences.
• Previous experience with CRM systems (HubSpot, Salesforce)
• Superior training skills, including knowledge of learning styles and methodology; Strong relational and facilitation skills for adult learners 
• Strong attention to detail and accuracy
• Must be highly organized, with an ability to plan work and meet deadlines
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients at all levels of the organization