Customer Engagement Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of a portfolio of clients, managing the rhythm of client interactions, performance evaluations, follow-ups, and documentation.

• Facilitate remote consultative sessions to enhance dealer operations and maximize the utilization of myKaarma’s product offerings.

• Monitor key performance metrics and leverage performance trends to pinpoint operational deficiencies, potential improvement areas, and accounts that need extra support.

• Recognize accounts at risk and apply corrective measures to boost engagement, enhance customer value, and ensure the long-term health of accounts.

• Ensure accountability for the timely execution, dependability, and satisfaction of customers within assigned accounts.

• Engage in sensitive operational discussions with dealership leaders across various levels.

• Oversee larger and more strategic partnerships with dealer groups and/or OEM partners.

• Spot expansion opportunities that could lead to an increase in MRR and ACV.

• Collaborate with Consulting and Operations leadership to assess, enhance, and scale internal processes.

• Employ a genchi genbutsu consultative approach to comprehend client operations and drive performance improvements.

• Safeguard recurring revenue and reduce churn risk within assigned accounts.

• Report directly to the Sr. Director of Customer Engagement Operations.

⛳️ Requirements

• 4–8 years of relevant experience in the automotive sector (dealer, vendor, or OEM), consulting, or a similarly challenging environment.

• Bachelor’s degree in Business, Management, Operations, or a related field, or equivalent pertinent work experience.

• In-depth knowledge of dealership fixed operations, spanning from appointment scheduling to payment processing, including the repair-order (RO) lifecycle.

• Strong analytical and problem-solving abilities, with the capacity to discern patterns and trends and convert data into actionable insights.

• Familiarity with established change-management methodologies and experience in assisting customers or stakeholders in adopting new processes or work methods.

• Excellent relationship management and communication skills.

• Tenacity and professionalism in overcoming challenges and enhancing customer performance.

• Capability to work independently, prioritize strategically, and consistently produce high-quality work within deadlines.

• Previous experience in fixed-operations and/or performance or customer-success consulting is advantageous.

• Experience in a growth-stage division or startup context is a plus.

• myKaarma evaluates candidates requiring work authorization on an individual basis; sponsorship may be available for exceptional candidates depending on role requirements and business needs.

🏝️ Benefits

• Flexible work environment.

• Variable compensation.

• Comprehensive medical, dental, vision, life, and disability benefits.

• Wellness stipend.

• Telework stipend.

• Generous vacation time.

• Dog-friendly offices.

• Unlimited onsite snacks or refreshments.