[Remote] Customer Value Architect (Retail, CRM & Analytics)

Note: The job is a remote job and is open to candidates in USA. Tekion is hiring a Customer Value Architect to help dealership customers realize measurable operational value from its platform. The role assesses dealership maturity and workflows, develops improvement roadmaps, advises customers on adoption and value realization, and contributes to scalable enablement programs and playbooks.

Responsibilities

• Conduct dealership performance assessments using the Dealer Maturity Model (DMM), identifying current maturity tier, operational gaps, adoption barriers, and opportunities to improve performance across relevant workflows and functions
• Develop and own tier advancement plans for assigned accounts, translating DMM findings into prioritized customer roadmaps with clear milestones, actions, accountability, and measurable outcomes
• Partner closely with Customer Value Managers (CVMs) to integrate assessment findings, maturity insights, and recommended actions into Customer Value Plans and ongoing customer engagement strategies
• Interpret platform utilization data, workflow patterns, and relevant business indicators to diagnose root causes of underperformance and identify practical opportunities for operational improvement and value realization
• Document and articulate account-level value realization evidence, connecting platform adoption and workflow changes to customer-relevant operational and performance outcomes
• Apply a structured consultative discovery methodology to customer engagements, diagnosing business needs and operational blockers before prescribing solutions or recommendations
• Translate platform functionality, adoption gaps, and process issues into the language of dealership operators, including dealer principals, general managers, controllers, and department leaders
• Facilitate high-stakes customer conversations such as value reviews, workflow redesign sessions, business process alignment discussions, and change management engagements requiring strong structure, credibility, and influence
• Navigate customer resistance or adoption challenges by identifying underlying concerns, diagnosing root causes, and adapting engagement strategies to improve alignment and progress
• Serve as a subject matter expert on Tekion platform workflows, features, and operational use cases across applicable modules, maintaining current knowledge of product capabilities and customer impact
• Act as an escalation resource for complex product and workflow questions that exceed the depth of broader account-facing roles, providing domain-specific guidance in support of customer outcomes
• Design and deliver scalable enablement programs, including group sessions, cohort-based learning, virtual clinics, workflow deep dives, and other forums that extend Customer Value Architect impact beyond one-to-one engagement
• Contribute to the development and refinement of Customer Value Architect playbooks, diagnostic frameworks, methodologies, templates, and best practices based on field learnings and recurring customer patterns
• Identify trends across accounts related to maturity progression, adoption barriers, workflow inefficiencies, and value realization challenges, and elevate insights to Customer Value leadership
• Partner cross-functionally with Customer Value Services, Product, Enablement, Support, and other stakeholders to improve customer guidance, strengthen operational consistency, and support scalable value delivery
• Ensure customer recommendations, engagement plans, and value realization strategies align with Tekion standards, customer business objectives, and the practical realities of dealership operations

Skills

• 5–8 years of experience in automotive dealership operations, customer consulting, customer value services, enablement, or a closely related role
• Strong knowledge of dealership workflows, performance drivers, and DMS platforms, with demonstrated fluency in dealership technology and operational processes
• Experience diagnosing operational issues, developing recommendations, and guiding stakeholders toward practical action plans and measurable improvement
• Strong consultative, discovery, facilitation, and stakeholder management skills, with the ability to engage credibly with dealership leaders and operators
• Experience interpreting utilization data, business performance indicators, or operational metrics to support customer recommendations and value realization discussions
• Strong written and verbal communication skills, including the ability to prepare structured assessments, customer-facing recommendations, and value review content
• Demonstrated ability to operate independently, navigate ambiguity, and influence customer behavior in a fast-paced, evolving environment
• Bachelor's degree in Business, Automotive Management, or related field
• Equivalent dealership operations experience accepted in lieu of degree
• Direct experience in automotive dealership operations as a General Manager, Controller, department manager, or equivalent role with responsibility for operational outcomes across multiple functions
• Prior experience with Tekion or a comparable DMS platform at an administrative, implementation, or power-user level
• Experience in a customer value services, consulting, enablement, or advisory role within a SaaS, automotive technology, or dealership software environment
• Familiarity with business intelligence or reporting tools such as Tableau, Looker, Sigma, or Power BI

Benefits

• Generous stock options
• 100% employer-paid top-of-the-line medical, dental and vision coverage
• Unlimited PTO
• Parental leave
• Free snacks and beverages
• Opportunities for career growth and development

Company Overview

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