Account Executive

Holman is a family-owned, global automotive services organization anchored by 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.

About the role

In this role, you will investigate and resolve client issues, log all inquiries, and summarize issues and resolutions. You will proactively identify areas of opportunity for clients by monitoring trends and data, manage client relationships, ensure timely customer responses, collaborate with internal teams, and support process improvements within established service standards.

Responsibilities

• 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 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 of Account Management or Customer Relationship Management experience.
• 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.
• 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.
• Strong business acumen and a strong desire to understand clients’ businesses and needs.
• Must possess a 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.

Skills

• 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.
• 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.

Outcomes

• Foster strong, trusting relationships with clients through proactive communication and understanding of their needs; ensure timely responses and resolution of client inquiries and concerns and adhere to established service delivery standards and expectations.
• Develop a deep understanding of clients' strategic priorities and align company services to meet those goals effectively; demonstrate empathy and responsiveness to client challenges and opportunities.
• Collaborate effectively with Client Administrators, teammates, and internal stakeholders to ensure seamless service delivery to contribute to a positive and collaborative work environment.
• Offer strategic recommendations and innovative solutions to influence client decision-making positively; anticipate client needs and challenges, providing proactive support and guidance.
• Handle escalations with professionalism and urgency, ensuring thorough resolution and client satisfaction; maintain detailed records and follow-up procedures throughout the escalation process.
• Continuously evaluate workflows and operational processes to identify opportunities for efficiency and effectiveness improvements; actively participate in process improvement initiatives and contribute valuable insights.

Pay

The target salary for this role is $65,000 per year.

Schedule

This is a hybrid role.

Benefits

• Health Insurance
• Vision Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• 401(k) plan with Company Match
• Paid Time Off (PTO)
• Paid Holidays, Bereavement, and Jury Duty
• Paid Pregnancy/Parental leave
• Paid Military Leave
• Tuition Reimbursement