Analyst, Client Relations

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:

• Provide timely responses to internal customers in accordance with established service delivery metrics, standards and goals.
• Supports and provides input into the Client Relations departmental strategy to build and expand customer and partner intelligence through data analytics, project management support, process improvements and governance.
• Prioritize, assign, and facilitate technical end-user, administrator, and partner training for new data and reporting development and/or enhancements.
• Reviews and maintains quality of reporting, i.e. Support Center, departmental, and Salesforce reports and data outputs.
• Work cohesively with departmental leadership, Client Relations partners, and internal Holman teams for assigned projects and analytics needs.
• Understands client and platform data, leads reporting development, and monitors important Client Relations KPIs.
• Ability to influence decision-making through proactive engagement, recommendations, and creative solutions.
• Investigates and provides resolution to reporting and data quality issues, logs all inquiries, and summarizes issue(s) and resolution(as) as determined.
• Proactively identify areas of opportunity for client by monitoring trends, data, etc.
• Minimal travel is required for large projects, information gathering, and any training needs.
• Perform all other duties and special projects as assigned.

Education and/or Training:

• Bachelor’s degree 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.)
  • Strong Excel skills and knowledge required
• Familiarity with virtual office technology and equipment, including Zoom, Teams, Etc.
• Proficient in advanced business analytics and data strategy
• Proficient in organizational change management activities

Relevant Work Experience:

• 5+ years of experience in data analytics, data science, and/or platform reporting
  • Salesforce experience preferred
• 2+ years Account Management or Customer Relationship Management experience preferred
• Reviewing and improving processes, methods, and tools to increase efficiency, accuracy, and security
• Proficiency in a technical or functional area; knowledge of work processes and tools is generally limited to 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
• 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 reporting and data effectiveness and accuracy
• 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
• Superior active listening skills to identify client needs or opportunities
• Excellent presentation skills and verbal/written communications

Outputs:

• Provide timely responses to internal customers in accordance with established service delivery metrics, goals, and standards
• Successful execution on data and reporting prioritized as mutually agreed to throughout the year with key stakeholders and departmental leadership
• Successful deployment of new platform reporting that positions Client Relations partners and Holman for success in client growth and retention
• Successful deployment of new Client Relations employee tools and processes, i.e. partner and  managerial dashboarding
• Successful cross-departmental alignment on tools that support partners outside of Client Relations

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INDMISC

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of the programs available to full-time employees (programs may vary by country or worker type):

• 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

Benefits:

Regular Full-Time

We offer excellent benefits including health, vision, dental, life and disability insurance, and 401(k) with company match. Our time off benefits include Paid Time Off (PTO), paid holidays, bereavement, and jury duty. In addition, we offer paid pregnancy and parental leave, and supplemental paid military leave to eligible employees.

Temporary or Part-Time

In geographic areas with statutory paid sick leave, part-time and temporary employees will receive a paid sick leave benefit that meets the mandated requirements.

Pay:

We offer competitive wages that are commensurate with job-related skills, experience, relevant education or training, and geographic location, starting in the range of $87,550.00 - $124,755.00 USD annually for full time employees. The annual compensation range is comprised of base pay earnings.

Artificial Intelligence Statement

We recognize that applicants for positions at any organization may view AI tools for tasks such as drafting a resume or cover letter, provided the information is accurate and truthful. However, applicants should not use AI tools to:

• Answer interview questions on their behalf, or use AI tools in any way during the interview or other qualification process(es).

• Misrepresent or embellish qualifications, skills, or experience

• Create false or misleading representations of identity (e.g., deepfakes or altered images/videos)

Your application, whether an AI tool is used or not, should reflect your authentic abilities and experiences. Any use of AI that compromises honesty or integrity may result in disqualification from the process.

Equal Opportunity Employment and Accommodations:

Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

If you are a person with a disability needing assistance with the application process, please contact [email protected]

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.