Maintenance Account Manager

Account Manager Daphne, AL Description

Account Manager Maintenance

Description

Position Core Profile: The Account Manager is responsible for managing existing customer relationships and driving revenue growth through Enhancement sales. This role requires a comprehensive understanding of landscape production and services and focuses on ensuring excellent customer service and maintaining high-quality standards.

Differentiators

• Customer Relationship Management: Proven expertise in managing and enhancing customer relationships, focusing on driving sales growth and delivering exceptional service.
• Demonstrated ability to address customer inquiries, resolve issues, and ensure satisfaction through consistent and proactive engagement.
• Operational Coordination: Strong capability in coordinating job estimates, managing work tickets, and ensuring that projects are completed on schedule and within budget. Expertise in conducting property inspections and quality checks to maintain high service standards and operational efficiency.
• Financial Oversight: Advanced skills in monitoring and analyzing the financial performance of work tickets to ensure profitability and timely execution. Experience in managing budgets and billing processes, with a track record of making data-driven decisions to optimize financial outcomes.
• Communication and Collaboration: Exceptional ability to maintain effective communication with internal and external stakeholders, including vendors, subcontractors, and customers. Demonstrated success in managing multiple channels of communication and ensuring alignment across all parties involved in a project.
• Safety and Compliance: Expertise in promoting and enforcing workplace safety and environmental practices. Proven ability to integrate safety protocols into daily operations and drive continuous improvement in safety standards.
• Marketing and Sales: Strong background in marketing and promoting services and products to new and existing customers. Experience in developing strategies to drive sales growth and enhance market presence, leveraging industry knowledge and customer insights.
• Adaptability and Responsiveness: Ability to pivot quickly between strategic planning and tactical execution as needed. Proven track record in responding to dynamic operational demands, including seasonal challenges like snow removal, while maintaining high performance and customer satisfaction.
• Accountabilities:
• Daily Operational Coordination: Attend and actively participate in the Morning Huddle to align with the team on daily goals and tasks. Conduct Sales Leadership Huddles with the Branch Manager and Business Development team to review progress and adjust plans as necessary. Ensure job planners, notes, and maps are reviewed with Enhancement Crews, setting clear expectations for work completion. Create contract renewals in Aspire and distribute through DocuSign.
• Financial and Administrative Oversight: Approve timesheets for Enhancement Crews, ensuring accurate accounting of time, materials, equipment, and subcontractor usage. Review and approve job tickets, submit receipts to Accounting, and follow up on proposals and customer communications to ensure timely responses and resolution of any issues. Follow up on Accounts Receivable balances greater than 45 days. Daily, weekly, and monthly reporting and tracking of sales goals.
• Customer Engagement and Satisfaction: Answer all calls, texts, and emails within 24 hours, acknowledging receipt and providing clear follow-up timelines. Conduct property site audits to identify issues and opportunities for improvement, generating and delivering Enhancement proposals as needed. Inspect Enhancement Crews' work to ensure it meets customer expectations and quality standards. Cross-selling Maintenance and Irrigation services to Project Clients. Attend Client Events and Entertainment
• Quality Assurance and Improvement: Inspect properties both during and after job completion to confirm adherence to quality standards. Provide coaching and training to Enhancement Crews to address any performance issues and promote best practices. Communicate any operational problems to the team for resolution.
• Preparation and Planning: Prepare for the next day's Enhancement jobs by scheduling in Aspire, setting up the organizational chart, printing job planners and maps, and generating Purchase Orders. Verify that all customer and property information is accurate, including property details and no-touch lists.
• Team Collaboration and Leadership: Hold weekly one-on-one meetings with Enhancement Crew Leaders to discuss performance, address any issues, and align on objectives. Participate in leadership meetings and contribute to company-wide initiatives as needed. Attend weekly Production Meetings.
• Seasonal Operations Management (applicable in snow markets): Oversee snow management operations during the snow season, ensuring adherence to safety procedures and effective execution of snow removal tasks.
• This list of responsibilities is not exhaustive, and other duties may be assigned as dictated by business needs.
  
  

Skills

• Team Collaboration:Proven ability to work effectively within a team environment and collaborate with colleagues across different levels and departments to achieve common goals.
• Multitasking and Prioritization: Strong capability to manage multiple priorities and tasks simultaneously, demonstrating effective time management and organizational skills.
• Horticultural Knowledge:Comprehensive knowledge of horticulture, including familiarity with plants, shrubs, weeds, pests, insects, horticultural diseases, moss, and plant disorders. Ability to apply this knowledge in practical scenarios to address customer needs and ensure high-quality service.
• Analytical Skills: Excellent analytical and abstract reasoning skills, with the ability to assess complex situations, interpret data, and develop effective solutions.
• Organizational Skills: Exceptional organizational skills with a keen eye for detail, capable of managing schedules, documentation, and operational processes efficiently.
• Communication Skills: Excellent oral and written communication skills, with the ability to convey information clearly and effectively to clients, team members, and other stakeholders.
  
  

Key Performance Metrics

• Client retention and satisfaction
• Enhancement and cross-sell revenue growth
• Portfolio profitability and job margin performance
• Timeliness and resolution of client concerns
• Accuracy and timeliness of reporting and renewals
  
  

Working Conditions And Availability Disclosure

• Work is performed in both indoor and outdoor environments. Outdoor conditions may include regular exposure to extreme heat, cold, wind, rain, and sun. There is potential exposure to noise, dust, pollen, insects, and other naturally occurring environmental hazards, as well as moving mechanical parts and sharp objects. Work may also be performed on uneven terrain, near traffic, or in active construction or landscape zones.
• Moderate physical activity, including walking, standing, and limited lifting associated with site visits and operational tasks. Office-based duties require frequent use of a computer and standard office equipment for tasks such as scheduling, reporting, communication, and administrative planning
• Requires flexibility and a willingness to work non-standard business hours, including early mornings, evenings, and occasional weekends, depending on operational needs.
  
  

The above statements describe the general nature and level of work to be performed.

Requirements

RequirementsExperience and Qualifications:

• Education:Bachelor's Degree preferred; a degree in Horticulture or a related field is highly desirable. Alternatively, a combination of education and relevant experience that provides equivalent knowledge, skills, and abilities will be considered.
• Industry Experience: Minimum of 5 to 10 years of experience in the landscape industry, demonstrating a solid understanding of landscape production, maintenance, and service delivery.
• Leadership Experience: Minimum of 5 to 7 years of experience in a customer-facing role with a proven track record in managing client relationships and driving sales growth.
• Technical Proficiency: Proficient in Microsoft Office Suite and general PC applications, with the ability to utilize software tools for scheduling, reporting, and communication.