WHO IS ILM?

ILM is an Aspen Grove Company. Aspen Grove provides world-class commercial landscape maintenance services to local, regional, and national customers through its network of expert local service providers. We encourage our local teams to maintain their individuality, grow their regional businesses, and focus on providing safe, quality landscape services to their clients. With Aspen Grove, you get the support and resources of a national organization with the personal touch and regional expertise of a local company.

WHAT DOES IT TAKE TO JOIN THE ILM MANAGEMENT TEAM?

Are you a self-motivated, driven, team player that thrives on getting the win? If so, look no further because these are the qualities, we look for to join our ILM Management Team.

ILM CULTURE

We at ILM work together to ensure we achieve all individual and team goals. Every ILM employee is essential to the company’s success and future. ILM’s core values include Safety, Client Focus, Destination Workplace, and Innovation. We live and breathe these values to guarantee we never over-promise, but always over-deliver!

COMPENSATION & BENEFITS

• Competitive Salary & Incentive Plan
• Comprehensive Benefits (Medical, Dental, Vision)
• Company Vehicle
• Company Cell Phone & Laptop
• 401K (Match)
• PTO
• Paid Holidays
• Paid Training & Development

COMPANY ACHIEVEMENTS

• Voted No. 1 Landscape Company (4 Years in A Row!!!)
• Voted Top Company in The Industry!

POSITION SUMMARY:

The Client Manager is responsible for developing and maintaining successful relationships with clients that support the goals for renewal, retention, growth, and profitability. Client Managers work in tandem with production staff to ensure that jobs are delivered safely, efficiently, and in accordance with the company’s standard for quality. Client Managers evaluate the performance of Service Level Agreements, quality levels, and financials within their accounts. They will own the client relationship and will serve as the primary point of contact for assigned clients. This position will report directly to the Branch Manager.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• Maintains relationships and direct communication with all levels of client organizations to ensure high quality and service expectations are met.
• Assists in developing and implementing the account-specific vision, strategies, and creative solutions. Monitors and manages account profitability and drives retention and growth of contract business.
• Acts as primary escalation responsibility for client concerns by proactively assisting in resolving issues with customer service when needed.
• Conducts regular business reviews with clients to assess expectations (to be documented) as well as each maintenance team’s performance to incorporate goals pertaining to quality, maintenance functions, and personnel development.
• Identifies estimates and presents opportunities for new business and enhancements.
• Monitor the implementation of approved work orders (Irrigation, Mulch, Turf Care, and Seasonal Color).
• Works in tandem with business development staff to achieve branch sales goals through referrals and generates sales opportunities within Client portfolios.
• Effectively manages and completes the client transition from the Sales Team to the Operations Team.
• Ensures familiarity with each job’s specifications that each account has a solid communication plan in place and that it is administered successfully. Communicates with production staff daily on schedules for work on all jobs and assists in prioritizing work.
• Provides client feedback to the Operations Team in a manner that allows the Operations Team to effectively facilitate change / corrective action.
• Partners with Project Management in organizing and implementing Client requests and operational procedures on property sites, and schedules regular meetings with Supervisors & Team members to communicate plans and ensure proper and timely billing.
• Snow Program Participation (generally Nov. 1 – Apr. 1 for applicable Areas): Must be available on an as-needed basis (day or night) to assist with customer sales and complaints, manage subcontractors, provide constant communication with operations, and participate in snow events when applicable.
• Will deliver on the following KPI’s:
  • Portfolio retention 90% or greater.
  • Management capacity of $1.5M or better.
  • Communication plans are actively worked and shared with the production team.
  • Positive scores on client surveys.
  • Enhancement revenue at a minimum of 30% of the portfolio.
  • A consistent source of lead generation and referral business to the sales team.
  • Positive teamwork with production staff.
  • Enhancement and Contract sales meet or exceed individual goals set by the client manager and branch manager.

MINIMUM QUALIFICATIONS:

• Must be a Certified Tree Worker and/or Arborist, International Society of Arboriculture
• Must be able to travel to and from Company office and client locations, with the ability to attend after-hours events when necessary (board meetings, networking events).
• Minimum of a high school diploma or GED.
• Bachelor’s Degree in Business or a related field preferred
• Must have 3-5 years of experience in operations, customer service, customer relations, or related field.
• Must be able to travel to and from Company office and client locations, with the ability to attend after-hours events when necessary (board meetings, networking events).
• Must be able to demonstrate excellent accountability as this position has the authority to initiate actions and make decisions within established precedents and practices with regular managerial direction and review.
• Must be able to demonstrate excellent judgment as to the incumbent’s decisions directly impact operating costs and indirectly influence client retention and future contract awards.
• Must be familiar with all operational concepts, practices, and procedures with the ability to identify and sell landscape enhancements
• Must possess and demonstrate excellent interpersonal and conflict resolution skills with the ability to negotiate
• Must possess and demonstrate exceptional oral and written communication skills, with competency in business writing.
• Must be able to maintain appropriate confidentiality.
• Must represent Company in a positive and professional manner at all times.
• Highly organized with great follow up abilities.
• Excellent computer skills.
• Valid driver’s license with an adequate driving record.

PHYSICAL REQUIREMENTS:

Rarely: Crawling, climbing on/off the truck, climbing poles, gripping, color vision, pushing, pulling, climbing ladders, balancing, lifting up to 50lbs.

Occasionally: Kneeling, squatting, sense of touch, manual dexterity, reaching, range of motion, lifting, carrying, lifting over 10lbs to 50lbs.

Frequently: Standing, walking, stooping, climbing stairs.

Continuously: Sitting, body twisting, speaking clearly, seeing distant, seeing, reading, hearing – speech range, depth perception, lifting up to 10lbs.