Customer Success Specialist

The Virtual Value Manager (VVM) is the first line of value engagement for the Tekion Customer Value Organization. VVMs are embedded in the operating model as proactive partners to Customer Value Managers (CVMs) and Customer Value Architects (CVAs) - not as a separate support function, but as an integrated part of the team that keeps accounts active and moving between strategic touchpoints.

VVMs serve a shared portfolio of dealer accounts, handling incoming value inquiries, delivering how-to guidance, facilitating product training, and maintaining account documentation so that CVMs can stay focused on strategic relationships and commercial outcomes. The role requires strong English communication skills, sound judgment about when to resolve and when to escalate, and a genuine commitment to dealer success.

What You Will Own:

- Incoming value inquiries across assigned accounts - responding via email, collaboration tools, and calls when appropriate

- How-to guidance and product training delivery for dealer contacts at the operational level

- CVP documentation - maintaining current, accurate records of account activity, training completed, and open items after every VVM-led interaction

- Routing and escalation - triaging dealer requests and escalating to the CVM or CVA when the scope exceeds the VVM's lane

- Maturity-tiered engagement - understanding where each dealer sits on the Dealer Maturity Model (DMM) and tailoring outreach focus accordingly

- Proactive account visibility - surfacing usage signals and at-risk behaviors that allow CVMs to intervene before dealers escalate

What You Will Do:

- Respond to dealer inquiries promptly and accurately, resolving how-to questions, training requests, and routine adoption blockers without escalation where possible

- Deliver scheduled and ad hoc training to dealer contacts, aligned to product modules and Dealer Maturity Model (DMM) tier priorities

- Update the Customer Value Plan (CVP) after every VVM-led interaction - logging activity, training outcomes, and open items

- Attend Customer Value Reviews (CVRs) in a supporting role, contributing account context without leading the conversation

- Monitor account health signals and contribute weekly account digests to the CVM, flagging issues before they escalate

- Collaborate within a segment mini-team, rotating across shift assignments on a quarterly basis to maintain coverage continuity

- Partner with CVAs to understand product depth, adoption benchmarks, and module-level usage data relevant to assigned accounts

- Maintain clean, current CRM records to support CVM and CVA visibility across the portfolio

What You Will Bring:

- Excellent spoken and written English communication skills; confident and professional presence across digital channels

- 1 to 5 years of experience in customer success, customer service, or account management - SaaS or software environment preferred

- Strong organizational instincts - able to manage multiple accounts, competing priorities, and time-sensitive requests without losing accuracy

- Comfort with data - able to read account-level usage and adoption reports and translate signals into concise summaries for CVMs

- Proficiency with collaboration and productivity tools (Zoom, Teams, Slack, CRM platforms)

- Ability to build trust with dealer contacts across different communication styles and business contexts

- A process-oriented mindset - follows established workflows, escalates cleanly, and documents consistently

- Automotive or dealership experience is a plus; willingness to develop domain fluency is required

What Success Looks Like:

- Dealer inquiries across your assigned accounts are resolved or routed within established response time targets

- CVPs for VVM-touched accounts are current and accurately reflect interaction history, training completion, and open items

- CVMs receive weekly account digests that surface real signals - not noise - enabling proactive outreach before dealers escalate

- Dealer contacts at the operational level feel supported and demonstrate measurable progress in platform proficiency over time

- Your contribution to portfolio health is visible: adoption rates improve, escalations decrease, and CVMs spend less time on operational inquiries

Tekion is redefining automotive retail with an end-to-end, AI-native platform purpose-built for the industry. With AI built into every workflow, Tekion delivers intelligent automation, real-time insights, and advanced decision support—driving measurable efficiency, revenue, and modern consumer.

Customer Success, Customer Support

Customer Experience, Customer Retention