Customer Engagement Manager

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 resolution—even 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:

• 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.