Customer Engagement Manager

myKaarma

145d

About The Position

Own and Grow Client Relationships Take full ownership of a defined book of business, driving platform adoption and dealership performance through data-backed strategy and regular check-ins. Serve as the primary point of contact, fostering strong relationships that turn clients into brand champions. Proactively identify accounts with declining engagement or underperformance and implement targeted recovery plans to restore health and value realization. Drive Product Engagement and Operational Excellence Conduct high-impact remote consultations to elevate dealership performance across the full suite of platform solutions. Monitor key performance indicators (KPIs) and provide ongoing recommendations for operational improvements. Use storytelling, benchmarking, and data to influence dealership stakeholders from frontline managers to GMs and dealer principals. Deliver Client Success with Accountability Be responsible for customer satisfaction, platform reliability, and timely delivery of insights and support for all accounts in your portfolio. Confidently lead discussions across varying levels of dealership leadership, tailoring your approach to resonate with each audience. Partner Strategically Across Teams Collaborate with the VP of Operations & Consulting and Director of Engagement to refine internal processes, identify new playbooks, and scale best practices. Support strategic relationships across larger dealer groups and OEM partners to maximize account value and retention. Identify and pass along expansion opportunities, upsell potential, and cross-sell opportunities based on customer needs and platform engagement. Champion Continuous Improvement Where necessary, apply a "Genchi genbutsu" ("go and see") approach to dive deep into dealer operations and recommend tailored strategies that yield measurable performance gains. Growing Your Career Our team is growing, so should your career path. By proving yourself as a high performer, position yourself for forthcoming opportunities in management, parallel departments, and/or potential new divisions Be vocal. We’re open to developing new processes to assist in our scaling & improve our overall client experience. Drive performance today, help shape tomorrow Gain insight into critical strategic initiatives with a direct line to the Executive team What You Should Know (The Real Talk) Every job has its highlight reel - and its hard truths. We believe in transparency, so here’s what to expect: You’re the Frontline. When something breaks, doesn’t work, or isn’t understood, you’re the first person a customer turns to. You’ll be the calm voice in a storm, and sometimes that means absorbing frustration that isn’t your fault. Not Everyone is Easy to Work With. Some customers may be unresponsive, difficult, or even outright disagreeable. Your ability to stay professional, patient,and proactive is key to your success. You’re the Frontline. When something breaks, doesn’t work, or isn’t understood, you’re the first person a customer turns to. You’ll be the calm voice in a storm, and sometimes that means absorbing frustration that isn’t your fault. Not Everyone is Easy to Work With. Some customers may be unresponsive, difficult, or even outright disagreeable. Your ability to stay professional, patient, and proactive is key to your success. The Work is Never “Done.” This is a client-facing, relationship-driven role. Inbound requests will keep coming, and your book of business will always evolve. If you need a neat checklist you can finish and call it a day, this might not be the best fit. It’s a High-Ownership Role. You’ll be juggling multiple responsibilities, shifting priorities, and wearing many hats—often without a roadmap. That’s exciting for some and exhausting for others. Know yourself.

Requirements

Education & Experience: Bachelor’s or Master’s degree with 4–8 years of directly relevant experience in the automotive industry (dealership, vendor, OEM), consulting, or a similarly demanding, fast-paced environment.
Domain Expertise: Deep familiarity with automotive fixed operations—from appointment scheduling through payment processing. You understand the full lifecycle of a repair order (RO) and the critical nuances that impact efficiency and customer satisfaction.
Strategic Problem Solving: A structured and thoughtful approach to solving complex challenges across technology, operations, and people. You're comfortable navigating ambiguity and driving toward clarity.
Change Management Acumen: Familiarity with well-established change management frameworks and experience applying them to guide clients through operational transformation.
Relationship Resilience: You bring a tenacious, solution-oriented mindset—committed to building strong, trust-based relationships even in challenging circumstances. You don’t shy away from tough conversations or uphill battles.
Autonomous Execution: Highly self-motivated and capable of operating with minimal oversight. You consistently deliver high-quality work, on time, with professionalism and pride.
Growth Mindset: Strong intellectual curiosity and a passion for continuous improvement. You know how to prioritize for impact and focus on driving outcomes, not just checking boxes.
Analytical Fluency: Proficient in identifying patterns, trends, and insights in performance data—and translating them into actionable recommendations.
Communication Excellence: Exceptional written and verbal communication skills. Able to craft compelling narratives and present findings to both technical and non-technical audiences.
Start-up/Growth Environment Exposure: Experience in a high-growth division or start-up environment is a plus. You’re energized by the opportunity to build, iterate, and influence direction.
Mission-Driven Mentality: You’re not looking to just fill a role—you want to make an impact, shape the future, and be a core contributor to a company’s growth journey.

Nice To Haves

Preferred Background: A business degree from an accredited institution and/or equivalent hands-on experience in automotive operations or consulting roles.
Relevant Industry Experience: Previous roles in fixed ops leadership, performance consulting, or success management are highly preferred.
Start-up/Growth Environment Exposure: Experience in a high-growth division or start-up environment is a plus. You’re energized by the opportunity to build, iterate, and influence direction.

Responsibilities

Own and Grow Client Relationships
Take full ownership of a defined book of business, driving platform adoption and dealership performance through data-backed strategy and regular check-ins.
Serve as the primary point of contact, fostering strong relationships that turn clients into brand champions.
Proactively identify accounts with declining engagement or underperformance and implement targeted recovery plans to restore health and value realization.
Drive Product Engagement and Operational Excellence
Conduct high-impact remote consultations to elevate dealership performance across the full suite of platform solutions.
Monitor key performance indicators (KPIs) and provide ongoing recommendations for operational improvements.
Use storytelling, benchmarking, and data to influence dealership stakeholders from frontline managers to GMs and dealer principals.
Deliver Client Success with Accountability
Be responsible for customer satisfaction, platform reliability, and timely delivery of insights and support for all accounts in your portfolio.
Confidently lead discussions across varying levels of dealership leadership, tailoring your approach to resonate with each audience.
Partner Strategically Across Teams
Collaborate with the VP of Operations & Consulting and Director of Engagement to refine internal processes, identify new playbooks, and scale best practices.
Support strategic relationships across larger dealer groups and OEM partners to maximize account value and retention.
Identify and pass along expansion opportunities, upsell potential, and cross-sell opportunities based on customer needs and platform engagement.
Champion Continuous Improvement
Where necessary, apply a "Genchi genbutsu" ("go and see") approach to dive deep into dealer operations and recommend tailored strategies that yield measurable performance gains.
Growing Your Career
Our team is growing, so should your career path. By proving yourself as a high performer, position yourself for forthcoming opportunities in management, parallel departments, and/or potential new divisions
Be vocal. We’re open to developing new processes to assist in our scaling & improve our overall client experience. Drive performance today, help shape tomorrow
Gain insight into critical strategic initiatives with a direct line to the Executive team

Benefits

Flexible Work Environment: We embrace a high-performance, flexible structure that values freedom and responsibility. Our “Highly Aligned, Loosely Coupled” model empowers teams to innovate and continuously improve using data-driven insights.
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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume