Analyst, Client Relations

Holman•Mount Laurel, NJ

5d•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: 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. 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

Requirements

Bachelor’s degree or equivalent work experience required
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
5+ years of experience in data analytics, data science, and/or platform reporting
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
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
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

Nice To Haves

Additional education, certifications, or experience are favorable
Salesforce experience preferred
2+ years Account Management or Customer Relationship Management experience preferred

Responsibilities

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.
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