Karen Bachmann ☆ Email & Phone Number

San Francisco, Ca, Us

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San Francisco, California, Us

Oversee the National Customer Success / Operations Teams. RepairPal is the leading online marketplace for consumers to find a trusted place to get their cars fixed. Building transparency and trust with our customers one work order at a time!o Overseeing the Independent Shops, OEM Dealers and Enterprise Independent Shop networko Directing, guiding and the ongoing development of three critical support areas for the RepairPal Independent Shop network – Enterprise Shop Groups, Support/Operations and Training Teams. o Enterprise Shop Groups: working with large corporate groups across the nation. Working with the team on training, onboarding, account management; all while building solid relationships with C-Suite Executives and their executive teams to working with their individual shops. o Support Team/Operations: working with Support team on all inbound requests and needs of the shop network. o Initiating turnaround timelines and SLA’s to improve our productivity and customer satisfaction. o Implemented outreach and to be proactive to the Shop needs vs. reactively handling issues and concerns. o Training and Onboarding: Guiding the training team on productive and timely onboarding of new Shops to the network; focusing on ensuring that the Shops see the best results and revenue from our Core program to our Partner programs. • Retention: building out processes to ensure that cancellations are handled properly with attempts to show and share the value they are not seeing. • Outreach Call Campaigns; being proactive vs. reactive with the account base. Developed campaigns to helps Shops see more value in the program, to optimization of landing pages to invite more guests to their Shops for repairs. • Refunds and Adjustment overview and accountability; built the reporting, processes to ensure guidelines are followed for success. • Lead our mission to find the best and the brightest in the industry, hiring the talented management team.

San Francisco, California, Us

Oversee daily operations of two automotive dealerships with 16 direct reports and 100+ total staff. Served on executive leadership group creating sales and revenue roadmaps. (Regional Vice President Executive Team)● Spearheaded Sales in Portland and Seattle Dealership locations by achieving monthly, quarterly goals to the tune of $50Million dollars. Including vehicles sales and aftermarket product sales● Led field and sales team restructures from defining roles to creating job descriptions to determining salaries to meet budgetary objectives and sourcing and hiring new sales managers, sales staff, and supporting personnel.● Full P&L oversight in Portland and Seattle Dealerships● Identified key team members during inventory acquisition maintaining pipeline in sellable inventory while retooling department.● Launched new marketing ideas and secured new vendors moving low funnel customers to website.● Obtained key vendors to decrease new customer costs in Seattle by 15%.● Designed and introduced new training program to address revolving requirements.

Santa Monica, California, Us

Directed $15M automotive dealer account portfolio in Alaska, Idaho, Northern California, Oregon, and Washington. Trained all new hires focused on promoting to managers. Surpassed sales goals and servicing strategic accounts in Automotive up and down the West Coast. ● Surpassed company objectives to move more than 400 automotive dealers into payment and trade program enhancing consumer digital retail experience and decreasing sales friction.● Brought country's highest-performing trade appraisal tool to Pacific Northwest. Highest sales objectives in the country.● Achieved 200% to quarterly sales and achievement goals in 2017, 2018, 2019, and 2020.● Drove Auto Dealer adoption, sales, onboarding with successful high retention of Dealers on the programs/services● Reduced accounts payable past dues from $500K to $0 within 6 months.● Built strategic accounts with large West Coast automotive groups.● Served on mentoring team sourcing and guiding new hire program.● Investigated and resolved customer/dealer escalations and with very low churn rates● Spearheaded growth strategies across account base with key major accounts; maximized efficiencies and ROI trough personalized, automated marketing across the car buying journey

Santa Monica, California, Us

Guided $3M account portfolio. Spearheaded program by assessing customer needs and aligning with company programs and services. Tracked efficiency and productivity by driving teambuilding through empowerment and consultative decision making. Learned customer business needs, goals, and objects to ensure customer satisfaction. Collaborated with automotive dealers to administer key account performance improvements and metrics. Presented company products and services at public events.● Reached 175-200% of quarterly sales targets.● Awarded for President's Club in 2017 2019 in recognition of Sales achievement and Service goals.

Determined goals and key performance metrics and managed 12 internet managers. Interviewed, hired, trained, mentored, and advised staff on sales tactics.● Improved monthly vehicle sales from 25 to 100.● Transformed team into completely functional business development center.● Management of sales and finance

Spearheaded operations and training for five dealerships focused on Internet sales, BDC teams, and sales growth within digital marketing. Supervised four staff initiating customer success and consumer lifecycle programs. Designed and deployed critical customer retention activities based on consumer lifecycle needs. Initiated group reputation management program. leadership and guidance to senior leadership, business office, sales management, and key profit center managers.● Expanded reputation management through social media avenues.● Enhanced customer lifecycle from time of sale to service drive to customer returning to sales drive for next vehicle● Revamped business development center.● Updated training program, secured new CRM tool, and designed and optimized new website featuring consumer digital retail tools (chat feature, trade appraisal tool, payments) resulting in converting customers into leads and raising sales closing percentage from 9% to 16%● Management of sales and finance with executive team for the 5 Dealership group

Austin, Texas, Us

Led customer success and account tasks through digital marketing, SaaS products, and software programs in key agile team setting for start-up technology company. Orientated new customers and led customer success program and business strategies aimed at analyzing customer success and key improvement areas. Determined employee performance goals and key performance indicators for individual contributors and managers. Spearheaded risk and profitability. Oversaw 25 direct reports managing more than 200 overall employees.● Transferred 4,300 automotive dealers with GM to new website platform in two months ahead of schedule.● Opened new Detroit office after interviewing, hiring, teaching 100+ people and partnering with senior leadership to negotiate salaries.● Direct hiring manager for the group; hiring, recruiting and key training initiatives for the group of 200+kept the team fully functional in hiring and training

Spearheaded the Business Development Center for the 5 dealer group ● Business Development Director and management ● Supervised sales team ● Customer Success Management ● Constructed the consumer lifecycle for the group● Management of sales and finance

Us

●Spearheaded the Business Development Center for this very busy and large Ford Dealership ●Accelerated sales growth at the dealership through the Business Development Center ●Expanded the BDC Center to incorporate Internet Sales and management of these sales deals●Management of sales and finance●Launched a full consumer lifecycle to keep and retain customer satisfaction ●Resolved escalations and issues as they adRise ●Built the training program for the BDC ●Hire, manage, train - Team was built to 2 managers and 25 coordinators within the BDC●Budgetary P&L responsibility