Job Summary
Position Overview:
We are seeking a dedicated and results-driven, client-facing Account Manager to join our landscaping business. Reporting to the Branch Manager, as an Account Manager, you will be responsible for managing a portfolio of client accounts, building strong relationships, and driving customer satisfaction. You will directly or indirectly oversee a production manager or team of production managers responsible for managing the crews. You will collaborate with them and other-functional teams, coordinating job execution, and ensuring the successful delivery of landscaping services that meet or exceed client expectations.
Responsibilities:
- Safety - Create a Zero-Harm Work Environment:
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- Ensure compliance with national, local, and organizational health and safety regulations and policies.
- Uphold, promote, and monitor the safety culture created by the Branch Manager, ensuring a safe working environment. Ensure proper PPE use through regular inspections. Conduct regular safety meetings, and implement safety training programs.
- Investigate and report any assigned incidents or accidents, taking appropriate corrective actions, and working toward a zero-harm workplace.
- Portfolio Performance
- The Account Manager is responsible for the management of a landscape maintenance book of business with ~$1,000,000 - $1,500,000 of Annual Contract Value (ACV)
- Handle the operational lifecycle of client contracts, from New Customer Onboarding through ongoing Service and property improvements
- Regularly evaluate actual contractual maintenance financial performance compared to estimates/budgets (hours, materials & subs); organize the team to problem solve irregularities and improve performance
- Monitor Ancillary project costs and budgets, ensuring profitability and cost-effectiveness.
- Actively address Accounts Payable issues, billing disputes or discrepancies with the customer in a professional and timely manner.
- Customer Relationship Management:
- Serve as the primary point of contact for assigned client accounts, developing and nurturing strong, trust-based relationships.
- Understand the contract, client needs, preferences, and goals, and align our services to meet their requirements.
- Communicate proactively, and conduct regular meetings with clients to provide updates, address concerns, and identify areas for improvement
- Actively seek client feedback and take proactive measures to enhance client satisfaction and loyalty.
- Ancillary Sales:
- The Account Manager is responsible for meeting branch-defined monthly and annual Ancillary Sales targets.
- Demonstrate your landscaping expertise and our partnership on our clients properties by proactively identifying and proposing Safety, Functionality, and Aesthetic based Ancillary sales consisting of Enhancement, Irrigation and Tree services.
- Effectively estimate the costs of performing the desired work, and create proposals that target our clients needs and expectations, and are priced fairly and ensure our operational teams are profitable.
- Review and approve completed work & client invoices, ensuring accuracy and timely billing.
- Stay updated on industry trends, competitors, and market conditions to provide valuable insights.
- Job Quality
- Cleary understand contract & customer expectations of landscape quality and the high priority areas on each contract site
- Communicate, train, coach the operational team and ensure execution to these standards
- Regularly conduct Job Site Quality Audits, evaluating the crews performance on basic Landscape Maintenance tasks, and the individual requirements or expectations of the site; organize the team to problem solve irregularities and improve performance
- Contract Renewals & Retention
- Actively seek to retain the clients we want by regularly reaffirming the customers experience
- Encourage clients to take part in the annual customer satisfaction survey; digest, respond to, and ensure quick actions are taken on identified action items.
- Immediately notify branch leadership when there are relationship challenges (Voluntary or Involuntary) that may put the Job in Jeopardy.
- Provide updates on action items being taken to return the customer and contract to Green Job Health.
- Assemble an annual packet to review the past year’s performance, and work with Branch leadership to propose the renewal contract, with appropriate price-increases, to the client and secure the renewal.
- Team Collaboration:
- Actively participate in all branch operation activities, meetings and needs, from daily and weekly operational huddles / meetings, to taking on additional assigned duties that help the entire branch perform at a top level.
- Provide necessary updates to the team on initiatives or actions that affect them all
- Foster a collaborative and positive work environment, promoting teamwork and effective communication.
Job Requirements
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or a related field, or overall related business experience
- Proven experience (2+ years) in account management or a similar client-facing role, preferably in the landscaping or related industries
- Excellent interpersonal and communication skills to establish and maintain strong client relationships.
- Strong organizational and multitasking abilities, with the ability to manage multiple projects simultaneously.
- Solid understanding of landscaping principles, materials, and practices.
- Proficiency in CRM software, project management tools, and Microsoft Office Suite, and Google Suite products.
- Strong problem-solving and negotiation skills to address client needs and resolve issues.
- Ability to work well under pressure, meet deadlines, and achieve targets.
- Self-motivated with a proactive approach to customer satisfaction and business growth.
