What are the responsibilities and job description for the Client Success Specialist position at Encore Landscape Management LLC?
Client Success Specialist – Build & Nurture Lasting Client Partnerships
About Encore Landscape Management
- 🏆 Named one of the 2025 Best Places to Work by Lawn and Landscape Magazine
- 🚀 One of the fastest-growing full-service commercial landscape companies in the Southwest
- 🌳 Services: Maintenance, Design, Installation, Tree Care, Irrigation & Plant Health
About the Role
As a Client Success Specialist, you'll own a portfolio of client accounts as their primary point of contact and trusted advisor. You're responsible for building strong partnerships that drive retention and growth, ensuring every client receives exceptional service that keeps them coming back year after year.
Your day-to-day involves client check-ins, proactive problem-solving, coordinating with Maintenance Quality Specialists and field teams to ensure flawless service delivery, and identifying opportunities to grow accounts. You're the bridge between our clients and our operations, making sure communication flows smoothly and every property looks its best.
If you're a natural relationship builder who thrives on problem-solving, loves connecting with people and delivering amazing customer experiences, and takes pride in turning satisfied clients into long-term partners, this role is for you.
Please note this is a position requiring regular travel to client sites and participation in clients related events and initiatives.
Office base is located: 1715 N. Arizona Ave, Chandler, AZ 85225
What You'll Do
Client Relationship Management
- Manage your portfolio of assigned client accounts as their primary point of contact
- Build and maintain strong relationships with key client contacts and decision makers
- Conduct regular check-ins and relationship meetings to ensure satisfaction and address concerns proactively
- Identify and address potential service issues before they impact client satisfaction
- Respond promptly to client inquiries and concerns with professional, solution-focused communication
- Maintain detailed client interaction records and relationship history in CRM system
Service Delivery Coordination
- Coordinate with operations teams to ensure consistent, high-quality service delivery across all client properties
- Work with Maintenance Quality Specialists to address quality concerns and ensure property standards are met
- Collaborate with Field Operations Managers on scheduling, service delivery, and resource allocation
- Partner with Arbor Specialists and Enhancement Specialists on specialized service delivery and client communication
- Support property walks with Maintenance Quality Specialists when needed to address quality issues or client requests
- Ensure timely resolution of service delivery issues and client concerns
Client Retention & Growth
- Monitor client satisfaction metrics and implement retention strategies for your assigned accounts
- Identify opportunities for account expansion and additional service offerings
- Collaborate with Enhancement Specialists, Arbor Specialists, and operations teams to develop client growth proposals
- Coordinate with Business Development Manager on upselling and cross-selling opportunities
- Develop and implement client success plans to maximize retention and growth potential
- Track and report on client retention metrics and satisfaction scores
Communication & Issue Resolution
- Serve as primary communication liaison between clients and internal operations teams
- Facilitate clear communication on service delivery schedules, changes, and special requests
- Escalate complex service issues to Client Success Manager and operations leadership as needed
- Coordinate with operations teams to resolve client concerns quickly and effectively
- Provide regular service delivery updates and communication to clients
- Use Slack for all internal communications and coordination with operations teams
Account Management & Cross-Functional Coordination
- Maintain accurate client account records, service history, and relationship documentation in CRM system
- Use Google Workspace for client communications, reporting, and account management activities
- Provide regular account status reports and client feedback to Client Success Manager
- Work with Business Development Representatives on client referrals and growth opportunities
- Participate in client onboarding processes, ensuring smooth transition from sales to operations
- Collaborate across landscape operations, arbor services, and plant healthcare for integrated service delivery
- Share market intelligence and client feedback across all teams for continuous improvement
Who We're Looking For
Required Qualifications:
- Minimum 2 years of client success, account management, or customer service experience
- Demonstrated experience in relationship building and client communication
- Strong problem-solving skills and ability to resolve client concerns effectively
- Excellent verbal and written communication skills
- Proficiency with Google Workspace, Slack, and CRM systems
- Strong organizational skills and ability to manage multiple client accounts simultaneously
- Valid driver's license and clean driving record for client site visits
- Professional demeanor and appearance for client interactions
Preferred Qualifications:
- Bilingual English/Spanish strongly preferred
- Bachelor's degree in Business, Communications, or related field
- Experience in commercial services, facilities management, or property services industry
- Knowledge of commercial landscape maintenance, tree care, or plant healthcare services
- Previous experience with client retention and account growth strategies
- Understanding of commercial property management and client needs
- Experience with consultative client relationship management approaches
- Strong analytical skills and ability to interpret client satisfaction data and trends
- Exceptional organizational skills, empathy, and ability to manage diverse client relationships while maintaining focus on retention and satisfaction goals
Physical Requirements
This role includes regular travel to client sites for relationship meetings and property walks, with the ability to conduct property assessments as needed. Professional appearance and demeanor required for client-facing interactions.
What We Offer
- Company vehicle and gas card (Subject to the approval of insurance, background check, and driving record)
- Competitive base salary with eligibility to participate in KPIs Recognition Program
- Comprehensive benefits package, including medical, dental and vision with eligibility to enroll after 30 days of employment
- Paid Time Off (including personal paid time off, sick paid time off, and paid Holidays, after a 90-day probationary period)
- 401k | Retirement planning options
If you're passionate about building lasting client relationships, excel at problem-solving, and want to make a real impact on client satisfaction every day, we want to hear from you!
Ready to Grow With Us? Apply here to become the trusted Encore partner our clients can rely on. #ClientSuccess #AccountManagement #ClientRelations #CustomerSuccess #LandscapeIndustry #GrowWithUs