Account Executive Job

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

Education and/or Training:

• Bachelor’s degree in Business Administration, Communications, or equivalent work experience required
• 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

Relevant Work Experience:

• 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

Planning/Organizing/Managerial Knowledge:

• 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

Communicating & Influencing 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

Problem Solving:

• Handles escalations and client inquiries, indirectly impacting project timelines and client satisfaction through prompt issue resolution

Assets:

• Places new vehicle orders on behalf of Holman customers. The planning and execution of this responsibility requires a high level of detail, process management and quality assurance

Outputs:

• 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.

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