Customer Engagement Manager

At myKaarma, we’re not just leading the way in fixed ops solutions for the automotive industry—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 that 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.

Preferable location in Pacific Standard Time (PST)

Company Overview:

At myKaarma, we’re not just leading the way in fixed ops solutions for the automotive industry—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 both customers and service teams.

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 growth phase at a company destined to revolutionize the marketplace.

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

Specific tasks will include:

Engaging our Existing Client Rolodex

• Conduct remote engagements to drive 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 to disrupt and rebuild so that we continue to scale
• Where required, implement a genchi genbutsu consultative approach to 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 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.

• 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.

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 that 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 the 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”

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: Flexible vacation time to recharge and balance life outside work.
• In-Office Perks: Enjoy unlimited snacks and refreshments when in our office.

The starting salary range for this role is $70,000.00, 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, we believe that diverse perspectives drive innovation and success. We are committed to creating a safe, welcoming, and inclusive workplace where every employee feels valued, 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. A 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. If you require reasonable accommodations during the application or interview process, please let us know by filling out this form.

myKaarma participates in the E-Verify Program.