Account Executive

Holman•Mount Laurel, NJ

42d•Hybrid

About The Position

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around. The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States. Job Inputs: Investigate and provide resolution to client issues, log all inquiries and summaries of issue and resolution. Proactively identify areas of opportunity for client by monitoring trends, data, etc. Manage client relationship, ensures timely customer responses, collaborates with internal teams, and supports process improvements within established service standards Take ultimate ownership of client relationships, understanding their strategic priorities and how our fleet services impact their organization. Provide prompt responses to internal and external customer inquiries in accordance with established service delivery metrics, goals, and standards. Work cohesively with Client Administrators, teammates, and internal contacts to create a consistent and customer-friendly environment. Proactively engage with clients to influence decision-making processes through strategic recommendations and creative solutions. Properly manage customer service escalations from intake through resolution, ensuring thorough tracking, follow-up and client satisfaction. Identify and propose process improvements to enhance efficiency and effectiveness within company workflows and operations. Understand client data, assist in reporting development, and monitor key performance indicators (KPIs) to track client success and identify improvement opportunities. Provide strategic solutions and recommendations to address client challenges and optimize service delivery, partnering with internal subject matter experts (SMEs) as deemed required. Maintain proactive communication with clients, providing regular updates on open items and addressing client concerns promptly. Demonstrate a comprehensive understanding of company products, services, and offerings to effectively support client needs and initiatives. manage relationships with large and complex clients, ensuring high levels of satisfaction and retention. Occasionally travel to client sites or industry events as required to support client relationships and business objectives. Perform all other duties and special projects as assigned

Requirements

Bachelor’s degree in Business Administration, Communications, or equivalent work experience required
2+ years Account Management or Customer Relationship Management experience required.
Proven track record in reviewing and improving processes, methods, and tools to enhance efficiency, accuracy, and security
Proficiency in a technical or functional area; knowledge of work processes and tools generally pertains to the candidate's own area of responsibility or department
Proactive, organized approach to multitasking and prioritization
Effectively manages time and consistently meets deadlines with some guidance from leadership
Demonstrates accuracy, thoroughness, and effectiveness within their work
Demonstrates attention to detail and commitment to delivering quality products and communications
Adjusts quickly to new or changing assignments, processes and people
Displays professionalism and remains composed when faced with challenges
Learns from experience; modifies behavior to be more effective
Recognizes one’s own strengths and opportunities for growth
Uses existing procedures to solve routine or standard problems; applies some degree of judgement and discretion
Applies basic knowledge of theories, practices and procedures to complete assigned work
Decisions are guided by policies, procedures and business plan; receives some guidance and oversight from manager
Business acumen and strong desire to understand clients’ businesses and needs.
Must possess strong interest in learning new technologies, concepts and best practices to aid in developing client strategies.
Professional presence and ability to liaise with all levels of internal and external management, including executive leadership; in-person and remotely.
Action-oriented with the drive to take initiative and accountability for decision-making.
Initiative to work independently and multi-task while managing varying client/departmental priorities
Strong verbal and written communication skills
Strong interpersonal and customer service skills
Ability to express information and ideas in a clear and organized manner
Gathers, clarifies, and applies information to provide timely and effective responses to the needs of both internal and external customers
Takes personal responsibility for customer satisfaction and loyalty
Works independently or with others within own area or department to achieve team goals
Offers support to other team members; follows through on any and all commitments
Applies emotional intelligence in responses and reactions
Demonstrates consistency between words and actions
Listens openly and carefully to others’ ideas and suggestions; respects opposing points of view
Consistently earns trust, loyalty and respect of others
Experience in building relationships with customers
Superior active listening skills to identify client needs or opportunities
Excellent presentation skills and verbal/written communications

Nice To Haves

Additional education, certifications, or experience are favorable
Proficient in various desktop tools including Microsoft Office programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.), with a strong emphasis on Excel skills
Familiarity with virtual office technology and equipment such as Zoom, Microsoft Teams, and other collaboration tools is preferred

Responsibilities

Investigate and provide resolution to client issues, log all inquiries and summaries of issue and resolution.
Proactively identify areas of opportunity for client by monitoring trends, data, etc.
Manage client relationship, ensures timely customer responses, collaborates with internal teams, and supports process improvements within established service standards
Take ultimate ownership of client relationships, understanding their strategic priorities and how our fleet services impact their organization.
Provide prompt responses to internal and external customer inquiries in accordance with established service delivery metrics, goals, and standards.
Work cohesively with Client Administrators, teammates, and internal contacts to create a consistent and customer-friendly environment.
Proactively engage with clients to influence decision-making processes through strategic recommendations and creative solutions.
Properly manage customer service escalations from intake through resolution, ensuring thorough tracking, follow-up and client satisfaction.
Identify and propose process improvements to enhance efficiency and effectiveness within company workflows and operations.
Understand client data, assist in reporting development, and monitor key performance indicators (KPIs) to track client success and identify improvement opportunities.
Provide strategic solutions and recommendations to address client challenges and optimize service delivery, partnering with internal subject matter experts (SMEs) as deemed required.
Maintain proactive communication with clients, providing regular updates on open items and addressing client concerns promptly.
Demonstrate a comprehensive understanding of company products, services, and offerings to effectively support client needs and initiatives.
manage relationships with large and complex clients, ensuring high levels of satisfaction and retention.
Occasionally travel to client sites or industry events as required to support client relationships and business objectives.
Perform all other duties and special projects as assigned