Customer Engagement Manager

OPPORTUNITY SNAPSHOT

INFLUENTIAL ROLE · WELL-FUNDED GROWTH ORGANIZATION · HYBRID SCHEDULE · EXCELLENT BENEFITS

As a result of our recent product growth targeting an elevated retail experience for consumers within the automotive landscape, we are in need of an intelligent and consultative mind to join our team as a Customer Engagement Manager. As a key member of our front line, you will work closely with our customers, group partners, and OEM affiliates to identify operational opportunities, solve pain points, and implement observed best practices in leveraging myKaarma’s full suite of products. You will also be integral in identifying ongoing strategic initiatives as we continue to gain market share and grow our footprint within the industry.

As a Customer Engagement Manager, you will:

• Enjoy autonomy as you take ownership of improving dealer operations performance and overall utilization of myKaarma’s product platform
• Sit in the driver’s seat and make an impact by “owning” a book of business and creating a legion of dealer disciples through ongoing consultative engagements & KPI improvement tracking
• Enjoy the stability of a well-funded industry leader along with the entrepreneurial spirit of a startup-like culture with aggressive growth goals. In this environment, you can make a strong and visible difference in the short- and long-term.
• We currently offer a hybrid schedule. This is primarily a work-from-home position, however you may be asked/have desire to conduct onsite consultative engagements at local client locations, as needed. If local to our Long Beach headquarters, feel free to come into the office on designated days and work from your home on the remaining days. Of course you are welcome to come in all days if you like. Ours is a casual environment with unlimited snacks and free Friday lunches. All US locations will be considered for this role.
• Earn competitive pay including a bonus opportunity and outstanding benefits. We offer paid medical, dental, vision, life, and disability insurance benefits, unlimited vacation time (subject to some practical constraints), a 401(k) plan and gym membership allowance.

myKaarma is an ensemble of people who endeavor to streamline the service operations of automotive dealerships and make the customer experience frictionless and touchless. Challenging the status quo is part of our DNA. We are a results-driven organization that is loosely coupled but highly aligned. We believe in guide rails vs strict boundaries. If you believe that you can thrive in an environment like ours — one that sports a blistering speed of execution combined with an environment of “organized chaos”, we invite you to apply and look forward to receiving your application.

THE JOB & THE APPROACH

• You will report directly to the Director of Consulting/Customer Engagement. We are looking for entrepreneurial risk-takers, who know how to balance deep domain (automotive) knowledge combined with advanced technology skills. We are looking for a consultative mindset; an individual whose ability to identify operational gaps/opportunities is exceeded only by a desire to “write a prescription” and effectively communicate the benefits in doing so. You ask the right questions, apply a kaizen approach, and have a driving desire to positively impact a dealer’s experience in utilizing myKaarma. You have a natural ability to unearth core operational deficiencies yet leverage a professional approach in conveying how a corrective measure might be implemented and why said measure is critical to both dealer performance and a customer’s overarching experience. You aren’t an Account Manager. You are a true Performance Consultant…analyze, dissect, recommend, execute and be a part of a “lead from the front” mentality. Join the next phase of growth at a company destined to revolutionize the marketplace.

Specific tasks will include:

Engaging our Existing Client Rolodex

• Conduct remote engagements with the objective of driving high-level performance across myKaarma’s product suite within a dealer’s operations
• Identify “at risk” accounts and implement a corrective approach to improve overall engagement, performance, and value propositions
• Be ultimately responsible and accountable for timely delivery, reliability and customer satisfaction of owned accounts
• Navigate sensitive operation discussions with all levels of Dealer management with an acute understanding of how the approach/focus topics change between parties
• Manage larger, more strategic relationships across pivotal dealer groups and/or OE partners
• Identify sales leads through the fostering of account relationships to drive increased account MRR and overall ACV
• Work closely with the VP, Operations/Consulting & Director, Consulting to analyze processes with an eye to disrupt and rebuild so that we continue to scale
• Where required, implement a genchi genbutsu consultative approach to ultimately drive client performance

Managing a Client Book of Business

• Effectively own the cadence of engagement, performance, and documentation surrounding those existing client accounts assigned to your working queue
• Determine those accounts requiring a higher level of support & implement strategies to ensure long-term success
• Protect MRR and minimize churn risk for those accounts assigned to you

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 the development of 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

YOUR QUALIFICATIONS

To be a strong fit for the Customer Engagement role, you will have a bachelor’s or master’s degree and direct relevant work experience (typically 4-8 years) within the Automotive industry (i.e. dealer, vendor, OEM) or Consulting, or similar roles within demanding and dynamic environments. In addition, you will need:

• Familiarity with Automotive dealer fixed operations from appointment taking through payment processing. You understand the lifecycle of an RO and understand the nuances throughout.
• Preferably, a business degree from an accredited university and/or commensurate experience in either the Consulting or Automotive field
• A cerebral approach to solving complex problems to include, but not limited to, technology, business operations, personnel management, etc.
• Familiarity with well-known change management techniques
• Past fixed operations experience and Performance/Success consultant experience is preferred
• A persistent and determined mindset who is committed to fostering relationships (even difficult ones) and driving customer performance regardless of presented obstacles
• The ability to work autonomously without direct oversight yet commitment to consistently deliver work that is both on time and executed at a high-level
• Strong intellectual capacity and desire for continuous learning, growth and improvement. Understanding how to prioritize work strategically to improve speed of outcomes
• Strong data analytics skills with good pattern and trend identification
• Strong written and oral communication skills
• Experience in a growth division or start-up is an advantage
• A strong desire to influence company growth rather than simply being “part of the machine”

myKaarma