Customer Engagement Manager

Customer Engagement Manager At myKaarma, we're redefining what's possible for dealership service centers. Headquartered in Long Beach, California, and powered by a global team, our industry-leading SaaS platform combines communication, scheduling, and payment tools in one seamless solution that keeps dealerships and vehicle owners connected. With myKaarma, every service interaction flows effortlessly, bringing good karma to customers and service teams. Rooted in the principles of the Toyota Production System, we operate with precision, efficiency, and a relentless focus on continuous improvement to deliver a better experience for all. We're looking for innovators, problem-solvers, and tech enthusiasts passionate about building solutions people love to use. If you're ready to make an impact in an industry ripe for change, join us at myKaarma and help shape the future of automotive service. At myKaarma, exceptional customer interactions are the cornerstone of our success. Our platform is meticulously engineered to communicate with customers at every aspect of the service, repair, and maintenance journey, ensuring positive and memorable experiences. 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 We believe in being transparent about what it takes to be successful in this role. As a trusted partner to our customers, you'll often be one of the first people they turn to when something isn't working as expected or when they need help navigating a challenge. At times, those conversations may come with urgency or frustration. You'll need to remain composed, listen carefully, and help move the conversation toward a productive resolutioneven when the issue itself may be outside your direct control. 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. Required Skills and Qualifications 48 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. Nice to Have Skills & Qualifications Prior fixed-operations and/or performance or customer-success consulting experience. Experience in a growth-stage division or start-up environment. We know great candidates don't always match every requirement. If this role excites you and your experience aligns with many of the qualifications, we'd encourage you to apply. Skills can be learnedwe also value curiosity, ownership, and a willingness to grow. Total Rewards at myKaarma At myKaarma, we offer a comprehensive Total Rewards package that extends beyond the base salary. Our commitment to competitive compensation includes bonuses and benefits that support both personal and professional well-being: 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. The starting salary for this role is $70,304 - $85,570 and eligible for variable compensation, depending on experience and qualifications, reflecting our dedication to competitive industry compensation. Additional details about our Total Rewards package will be shared during recruitment. Our Commitment to Inclusion At myKaarma, diverse perspectives drive innovation and success. We are committed to creating a safe, welcoming, and inclusive workplace where every employee feels valued and empowered and can do meaningful work. Our mission to deliver exceptional solutions to our clients is strengthened by the unique contributions and perspectives of our team members from all backgrounds. As an equal opportunity employer, myKaarma prohibits any form of unlawful discrimination or harassment based on race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, age, veteran status, or any other status protected by applicable laws in the regions where we operate. We adhere to all EEOC regulations and actively promote an environment that celebrates and supports diversity, equity, and inclusion for all. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. Reasonable accommodation is a change in the way things are normally done, which will ensure an equal employment opportunity without imposing undue hardship on myKaarma. Please let us know if you require reasonable accommodations during the application or interview process by filling out this form. myKaarma participates in the E-Verify Program. myKaarma considers candidates requiring work authorization on a case-by-case basis. Sponsorship may be available for exceptional candidates depending on role requirements and business need.