Senior Account Director at REBORN agency overseeing campaigns and client relationships. Managing digital and integrated accounts with a focus on creativity and performance across projects.
About the role
- Account Executive managing complex client relationships and delivering strategic solutions for Holman, a global leader in automotive services. Responsible for customer satisfaction and service delivery improvements.
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
Requirements
- Bachelor’s degree in Business Administration, Communications, or equivalent work experience required
- 2+ years Account Management or Customer Relationship Management experience required
- 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
Benefits
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Professional development opportunities
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