Customer Value Architect (Retail, CRM & Analytics)

About Tekion: Positively disrupting an industry that has not seen any innovation in over 50 years, Tekion has challenged the paradigm with the first and fastest cloud-native automotive platform that includes the revolutionary Automotive Retail Cloud (ARC) for retailers, Automotive Enterprise Cloud (AEC) for manufacturers and other large automotive enterprises and Automotive Partner Cloud (APC) for technology and industry partners. Tekion connects the entire spectrum of the automotive retail ecosystem through one seamless platform. The transformative platform uses cutting-edge technology, big data, machine learning, and AI to seamlessly bring together OEMs, retailers/dealers and consumers. With its highly configurable integration and greater customer engagement capabilities, Tekion is enabling the best automotive retail experiences ever. Tekion employs close to 3,000 people across North America, Asia and Europe. ***Seeking candidates with Automotive Retail, CRM and Analytics experience. Job Introduction: The Customer Value Architect is a highly specialized customer-facing role within Tekion’s Customer Value Services organization, responsible for helping dealership customers realize measurable operational value from the Tekion platform. This role serves as a domain expert and consultative advisor, using deep 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 closely with Customer Value Managers and customer stakeholders to translate platform data, workflow observations, and utilization patterns into clear recommendations aligned to dealership priorities. This role leads performance assessments using Tekion’s Dealer Maturity Model, supports value review discussions with evidence-based insights, facilitates workflow redesign and change management conversations, and contributes to scalable enablement programs and playbooks that expand the impact of the Customer Value organization. Key Roles and 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 Basic Qualifications: • Bachelor’s degree in Business, Automotive Management, or related field preferred; equivalent dealership operations experience accepted in lieu of degree • 5–8 years of experience in automotive dealership operations, customer consulting, customer value services, enablement, or a closely related role • Direct experience in automotive dealership operations as a General Manager, Controller, department manager, or equivalent role with responsibility for operational outcomes across multiple functions strongly preferred •