Regional Dealer Service Manager

Summary

Join TrueCar as a Regional Dealer Service Manager and become the driving force behind customer retention and account success in the western region, ideally based in CA. You will cultivate a collaborative team environment, develop and coach Account Managers, and manage high-value key retention accounts. Responsibilities include developing strong dealer relationships, ensuring client satisfaction, identifying upsell opportunities, monitoring account performance, and using data-driven decision-making to improve processes. You will also collaborate with various teams to address client needs and drive product improvements, acting as a change agent for continuous improvement. This role requires proven experience in account management, strong communication and presentation skills, an analytical mindset, and proficiency in CRM software. Domestic travel is required up to 75% of the time.

Requirements

• Proven experience in account management, with a track record of successfully managing and growing revenue within existing dealer accounts
• Strong understanding of sales and dealer success principles
• Proven experience defining and achieving success through influencing without direct authority
• Excellent communication and presentation skills, with the ability to listen for understanding and influence outcomes
• An analytical, problem-solving mindset with the ability to make data-driven decisions
• A dealer-focused and results-oriented approach
• Proficiency in CRM software and other relevant tools
• Exceptional organizational and time management skills
• Ability to travel domestically by car, using personal vehicle, for daily travel, and by airplane or car for overnight trips up to 75% of the time to visit key dealers and attend industry events

Responsibilities

• Cultivate a motivated and collaborative team environment, ensuring success through the team and leading by example
• Drive the development and performance of Account Managers, in partnership with Director, Dealer Services, by leading ride-alongs, providing feedback to Account Managers, and partnering on account performance and retention strategy
• Partner with Sales & Service trainers to facilitate training and close development gaps for Account Managers
• Oversee the management of larger, high-value key retention accounts and act as a primary point of contact for account escalations
• Develop and maintain strong dealer relationships to understand their needs and objectives
• Ensure client satisfaction and retention through proactive communication and problem-solving
• Collaborate with the dealer sales, dealer service, and sales operations teams to identify upsell and cross-sell opportunities within existing dealer accounts and educate dealers on comprehensive TrueCar products
• Monitor and track account retention and revenue targets for team members and assigned territory, providing regular reports to senior leadership on dealer performance and team KPIs
• Use data and analytics to make informed decisions and improve dealer service and account management processes
• Assist in formulating account management strategies and plans to maximize dealer value and achieve short-term goals and long-term success, and implement with the team
• Analyze account performance data to identify trends and opportunities for improvement and proactively communicate and collaborate with internal teams to improve and achieve excellence
• Communicate dealer feedback and insights to relevant teams to drive product improvements
• Collaborate with other departments and team members, such as product development, sales operations, Business Development Managers, Account Managers, and Director, Dealer Services, to address complex client needs and resolve issues
• Serve as a Change Agent, leading change and acting as a catalyst for continuous improvement
• Demonstrate a high level of attentiveness towards dealers and actively contribute to a culture that encourages high-quality service with a sense of urgency
• Develop trusting relationships and open communication, accepting feedback (up and down)

Benefits

• 100% employer-paid health, vision, and dental premiums
• A 401(k) plan with company contributions
• Equity
• A wellness reimbursement account
• Learning & development reimbursement opportunities
• Flexible PTO for exempt TrueCar Crew Members and a generous PTO accrual policy for non-exempt TrueCar Crew Members, in addition to 14 company-paid holidays and 2 floating holidays
• Base salary + Target Incentive: $135,000 - $150,000
• At TrueCar, we champion remote work because we know great work can happen anywhere. This flexibility allows our TrueCar Crew to live and work from anywhere in the U.S. (with some role-based exceptions). To support our remote team, we provide a home office setup that suits their needs and offer monthly reimbursements for phone and internet connectivity