Senior Customer Success Consultant (Automotive Fixed Ops) - Canada
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 product questions that exceed CVM depth. This is a domain expert function, not a support function Design and deliver group enablement programs, including cohort sessions, virtual clinics, and workflow deep dives, that scale CVA impact beyond the 1:1 model Contribute to CVA playbook development, turning field patterns into repeatable methodology the full team can apply What You Will Bring Non-Negotiable Direct experience in automotive dealership operations as a GM, controller, department manager, or equivalent role where you owned outcomes across multiple functions The ability to walk into any dealership and be immediately credible in a room of operators. Not because of what you say, but because of what you know Demonstrated fluency with DMS platforms and dealership technology. You do not need to be trained on what a desking tool is or what a deal jacket contains Structured consulting or advisory instincts, including the ability to diagnose a situation, build a recommendation, and guide a stakeholder to action Ability to travel up to 50% by plane/car Strong Preference Prior experience with Tekion or a comparable DMS at an administrative or power user level Experience in a customer success, consulting, or enablement role within a SaaS or automotive technology environment Familiarity with BI tools such as Tableau, Looker, Sigma, or Power BI Bachelor's degree in Business, Automotive Management, or related field; equivalent dealership operations experience accepted in lieu of degree Perks & Benefits Competitive compensation and generous stock options 100% employer-paid top-of-the-line medical, dental and vision coverage Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper Work on the latest and coolest technologies – everything is home-grown and built ground-up A dynamic work environment with a strong sense of community and collaboration The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy Exciting opportunities for career growth and development Current Tekion Employees – Please apply via Greenhouse Internal Job Board