myKaarma is a highly integrated team of people who strive to streamline and make the customer experience of Automotive Dealerships totally frictionless and touchless. We believe in the science of evolution while challenging the status quo is a fundamental part of our DNA. Headquartered in Long Beach, CA, myKaarma is an end-to-end SaaS customer interaction and workflow platform for franchise automotive dealership service lanes and fixed operations departments. myKaarma’s solution includes an integrated suite of scheduling, interaction, communication, and payment tools that drive efficiencies for dealer service lanes and improved experiences for vehicle owners.
Interviewer: How would you turn around a dealership or group that is threatening cancelation due to lack of understanding of our products?
Customer Engagement Manager: I would focus on their needs and turning the situation around up to and including visiting the dealer onsite to repair any issues and or our relationship with them.
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.
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”
Benefits:
401(k)
Dental insurance
Disability insurance
Flexible spending account
Health insurance
Paid time off
Vision insurance
We Offer:
A casual, flexible working environment where we encourage values like “Active Dissent” with a highly aligned-loosely coupled organization that consistently achieves disproportionate results by using data driven decision making.
We offer a mix of office/work-from-home with a core focus on “getting the job done!”