[Hiring] Customer Engagement Manager @myKaarma

Role Description

As a Customer Engagement Manager, you will report to the Sr. Director of Customer Engagement Operations and act as a performance consultant for a portfolio of dealership clients. You will combine automotive fixed-operations knowledge, technology fluency, and a consultative mindset to identify operational gaps, recommend practical improvements, and help dealers increase adoption and performance across myKaarma’s platform. This is a high-ownership, client-facing role for someone who asks strong questions, applies a kaizen mindset, communicates effectively with dealership leaders, and follows through from analysis to execution.

What Success in This Role Requires:

• Remain composed during urgent or frustrating conversations with customers.
• Listen carefully and help move conversations toward productive resolutions.

Key Responsibilities:

• Own a book of business and the cadence of client engagement, performance reviews, follow-up, and documentation.
• Conduct remote consultative engagements that improve dealer operations and utilization across myKaarma’s product suite.
• Track key performance indicators and use performance trends to identify operational gaps, improvement opportunities, and accounts requiring additional support.
• Identify at-risk accounts and implement corrective strategies designed to strengthen engagement, customer value, and long-term account health.
• Maintain accountability for timely delivery, reliability, and customer satisfaction across assigned accounts.
• Navigate sensitive operational discussions with dealership leaders at multiple levels, adapting the focus and communication approach to the audience.
• Manage larger and more strategic relationships across dealer groups and/or OEM partners.
• Identify expansion opportunities through strong account relationships that may contribute to increased MRR and ACV.
• Partner with Consulting and Operations leadership to analyze, improve, and scale internal processes.
• Use a genchi genbutsu consultative approach when appropriate to understand client operations and drive performance.
• Protect recurring revenue and minimize churn risk across assigned accounts.

Qualifications

• 4–8 years of relevant experience in the automotive industry (dealer, vendor, or OEM), consulting, or a similarly demanding environment.
• Bachelor’s degree in Business, Management, Operations, or a related field, or equivalent relevant work experience.
• Strong knowledge of dealership fixed operations, from appointment taking through payment processing, including the repair-order (RO) lifecycle.
• Strong analytical and problem-solving skills, including the ability to identify patterns and trends and translate data into actionable insights.
• Familiarity with established change-management techniques and experience helping customers or stakeholders adopt new processes or ways of working.
• Strong relationship management and communication skills, with the persistence and professionalism to navigate challenges and drive customer performance.
• Ability to work autonomously, prioritize strategically, and consistently deliver high-quality work on time.

Requirements

• Prior fixed-operations and/or performance or customer-success consulting experience.
• Experience in a growth-stage division or start-up environment.

Benefits

• Flexible Work Environment: Embrace a high-performance, flexible structure that values freedom and responsibility.
• Health and Wellness: Comprehensive medical, dental, vision, life, and disability benefits, along with wellness and telework stipends.
• Time Off: Generous vacation time to recharge and balance life outside work.
• In-Office Perks: Enjoy dog-friendly offices and unlimited snacks or refreshments onsite.