Customer Value Architect (Retail, CRM & Analytics)

Tekion•Remote, TX

15d•$78,000 - $130,000

About The Position

The Customer Value Architect is a specialized, customer-facing role within Tekion’s Customer Value Services organization. The role helps dealership customers realize measurable operational value from the Tekion platform by applying dealership operations knowledge, platform expertise, and structured diagnostic methods to assess customer maturity, identify performance barriers, and develop actionable roadmaps that improve adoption, utilization, and business outcomes. The Customer Value Architect partners with Customer Value Managers and customer stakeholders to turn platform data, workflow observations, and utilization patterns into recommendations aligned with dealership priorities. The role leads performance assessments using Tekion’s Dealer Maturity Model, supports evidence-based value reviews, facilitates workflow redesign and change management discussions, and contributes to scalable enablement programs and playbooks. The position also serves as a subject matter expert on applicable Tekion platform workflows and use cases, supports complex product and workflow questions, and shares recurring customer insights with internal teams.

Requirements

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, DMS platforms, 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, including credibility with dealership leaders and operators.
Experience interpreting utilization data, business performance indicators, or operational metrics to support recommendations and value realization discussions.
Strong written and verbal communication skills, including preparation of structured assessments, customer-facing recommendations, and value review content.
Ability to work independently, navigate ambiguity, and influence customer behavior in a fast-paced, evolving environment.
Willingness and ability to travel based on segment and customer engagement needs.

Nice To Haves

Bachelor’s degree in Business, Automotive Management, or a related field; equivalent dealership operations experience may be accepted in lieu of a degree.
Direct automotive dealership operations experience as a General Manager, Controller, department manager, or equivalent role with responsibility for outcomes across multiple functions.
Prior experience with Tekion or a comparable DMS platform at an administrative, implementation, or power-user level.
Experience in customer value services, consulting, enablement, or advisory work within a SaaS, automotive technology, or dealership software environment.
Familiarity with business intelligence or reporting tools such as Tableau, Looker, Sigma, or Power BI.

Responsibilities

Conduct dealership performance assessments using the Dealer Maturity Model to identify maturity tiers, operational gaps, adoption barriers, and improvement opportunities.
Develop and own tier advancement plans, translating assessment findings into prioritized roadmaps with milestones, actions, accountability, and measurable outcomes.
Partner with Customer Value Managers to incorporate assessment findings and recommendations into Customer Value Plans and customer engagement strategies.
Interpret platform utilization data, workflow patterns, and business indicators to diagnose underperformance and identify operational improvements.
Document and communicate evidence of account-level value realization, connecting platform adoption and workflow changes to operational and performance outcomes.
Use structured consultative discovery to diagnose business needs and operational blockers before recommending solutions.
Translate platform functionality, adoption gaps, and process issues into language relevant to dealership operators and leaders.
Facilitate value reviews, workflow redesign sessions, business process alignment discussions, and change management engagements.
Address customer resistance and adoption challenges by identifying underlying concerns, diagnosing root causes, and adapting engagement strategies.
Maintain subject matter expertise in Tekion platform workflows, features, and operational use cases across applicable modules.
Provide domain-specific guidance on complex product and workflow questions as an escalation resource.
Design and deliver scalable enablement programs, including group sessions, cohort-based learning, virtual clinics, and workflow deep dives.
Develop and refine Customer Value Architect playbooks, diagnostic frameworks, methodologies, templates, and best practices.
Identify account-wide trends in maturity progression, adoption barriers, workflow inefficiencies, and value realization challenges, and share insights with Customer Value leadership.
Partner with Customer Value Services, Product, Enablement, Support, and other stakeholders to improve customer guidance and scalable value delivery.
Ensure customer recommendations, engagement plans, and value realization strategies align with Tekion standards, customer objectives, and dealership operations.
Travel based on segment and customer engagement needs.

Benefits

Competitive compensation and generous stock options.
100% employer-paid medical, dental, and vision coverage.
Unlimited PTO.
Parental leave.
Free snacks and beverages.
Opportunity to work with experienced professionals from successful Silicon Valley companies.
Opportunity to grow in an early-stage, hyper-growth startup.
Work with home-grown, ground-up technologies.
Dynamic work environment with community and collaboration.
Open and transparent culture that encourages innovation, rewards performance, and discourages hierarchy.
Career growth and development opportunities.