Senior Customer Value Architect

This is a fully remote position, open to applicants in Canada.

📋 Description

• Execute performance evaluations utilizing the Dealer Maturity Model diagnostic, determining the current status of each dealership within the five-tier progression and identifying specific barriers to advancement.

• Lead the tier advancement strategy for each account, converting DMM insights into a prioritized roadmap complete with clear milestones and quantifiable results.

• Collaborate with Customer Value Managers to incorporate DMM insights into Customer Value Plans and Value Review discussions.

• Analyze and interpret industry metrics as evidence of value realization.

• Implement a structured discovery methodology for every engagement. Diagnose before prescribing, approaching each account with a defined strategy rather than a pre-established agenda.

• Articulate problems using the dealer's terminology. Convert platform data and adoption gaps into business language familiar to dealer principals, GMs, or department managers.

• Address resistance through diagnosis rather than repetition. Identify the root of pushback and adjust the engagement strategy accordingly.

• Lead high-stakes discussions, including value reviews, workflow redesign sessions, and change management conversations that require structured facilitation rather than mere content delivery.

• Maintain up-to-date expertise in the Tekion platform across all pertinent modules.

• Act as the escalation point for complex product inquiries that surpass CVM knowledge. This is a domain expert role, not a support function.

• Create and implement group enablement programs, such as cohort sessions, virtual clinics, and in-depth workflow analyses, that enhance CVA impact beyond the individual model.

• Contribute to the development of the CVA playbook, transforming field patterns into repeatable methodologies applicable by the entire team.

⛳️ Requirements

• Direct experience in automotive dealership operations as a GM, controller, department manager, or a similar position where you were accountable for outcomes across various functions.

• The capability to enter any dealership and establish immediate credibility in a room filled with operators, not solely based on what you say, but on what you know.

• Proven fluency with DMS platforms and dealership technology; you should not require training on the fundamentals of desking tools or deal jackets.

• Structured consulting or advisory instincts, including the ability to assess a situation, formulate a recommendation, and guide stakeholders toward action.

• Willingness to travel up to 50% by plane or car.

• Previous experience with Tekion or a comparable DMS at an administrative or power user level (Strong Preference).

• Background in customer success, consulting, or enablement roles within a SaaS or automotive technology environment (Strong Preference).

• Familiarity with BI tools such as Tableau, Looker, Sigma, or Power BI (Strong Preference).

• Bachelor's degree in Business, Automotive Management, or a related field; equivalent dealership operations experience may be accepted in lieu of a degree (Strong Preference).

🏝️ Benefits

• Competitive compensation and generous stock options.

• 100% employer-paid comprehensive medical, dental, and vision coverage.

• Become part of an early-stage, hyper-growth start-up with opportunities for personal and professional growth.

• Work with cutting-edge technologies – everything is developed in-house and constructed from the ground up.

• A vibrant work environment that fosters a strong sense of community and collaboration.

• An open and transparent culture that promotes innovation, rewards performance, and minimizes hierarchy.

• Exciting prospects for career advancement and development.