CustomerSuccessConsultant

THE ROLE The Customer Value Architect is one of the most specialized roles in the Tekion Customer Value organization. This is not a generalist account role. It is a domain specialist role built on deep dealership operations experience and mastery of the Tekion DMS platform. Where the Customer Value Manager owns the customer relationship and commercial outcome, the CVA owns the product truth. CVAs are the people CVMs call when a dealer needs more than a conversation. They turn utilization data into a performance diagnosis, and that diagnosis into a roadmap the dealer will follow. WHAT YOU WILL DO Dealership Engagement - Conduct performance assessments using the Dealer Maturity Model diagnostic, identifying where each rooftop sits across the five-tier progression and the specific blockers preventing advancement - Own the tier advancement plan for each account, translating DMM findings into a prioritized roadmap with clear milestones and measurable outcomes - Partner with Customer Value Managers to integrate DMM findings into Customer Value Plans and Value Review conversations - Identify and interpret industry metrics as value realization evidence Consultative Engagement - Apply structured discovery methodology to every engagement. Diagnose before prescribing, and enter each account with a defined approach, not a pre-built agenda - Frame problems in the dealer's language. Translate platform data and adoption gaps into business terms the dealer principal, GM, or department manager already uses - Navigate resistance with diagnosis, not repetition. Identify the source of pushback and adapt the engagement approach accordingly - Facilitate high-stakes conversations including value reviews, workflow redesign sessions, and change management discussions that require structured facilitation, not content delivery Platform Expertise and Scalable Delivery - Maintain current mastery of the Tekion platform across all relevant modules - Serve as the escalation resource for complex pr