Client Relationship Manager

Who We Are

Our company is a full-service commercial landscape contracting firm offering grounds maintenance, design, and construction services in the DC/MD/VA region. We provide quality services for commercial properties including homeowner associations, apartment complexes, religious facilities, educational institutions, hotels, shopping centers, and more.

Position Overview

The Client Relationship Manager (CRM) is a client-focused role requiring an energetic and motivated individual who oversees client relationships for grounds maintenance customers within an assigned book of business. Using their knowledge of commercial grounds maintenance, the CRM focuses on customer service, client retention, contract fulfillment, and enhancement sales. The CRM is responsible for maintaining client communication; preparing and presenting proposals and contracts; collaborating with company personnel; and partnering with subcontractors and vendors as needed. The CRM conducts regular, proactive client communication and site visits to propose landscape solutions, manage issues, and ensure client satisfaction.

This full-time position is located at our office in Silver Spring, MD with full-time working hours Monday through Friday and reports to the Sales Manager.

Job Duties and Responsibilities

The Client Relationship Manager is expected to perform at a minimum the following duties and

responsibilities:

• Manage fulfillment of maintenance enhancement contracts
• Establish role as primary point-of-contact with clients and build rapport by responding to requests, questions, and feedback, resolving issues, and proposing value-added services
• Conduct routine site visits of assigned properties to ensure fulfillment of contract obligations and client satisfaction
• Coordinate jobsite specifics with Production Team
• Communicate status of client relationships and property conditions to Sales Manager and Operations Manager
• Meet annual sales goals
• Calculate and compile estimates for additional service requests and enhancement projects
• Deliver and present proposals to clients
• Close sales and coordinate necessary details to Production Team and A/R Specialist
• Maintain and update CRM software daily, including tracking all client interactions
• Communicate with clients on a regular basis to ensure payment obligations are being met and assist A/R Specialist with collections
• Understand and comply with company policies, procedures, and SOPs
• Participate in internal company meetings and professional development opportunities
• Perform other duties as assigned

Knowledge, Skills, and Abilities

• Able to build and maintain relationships
• Proficient in CRM software, experience with Aspire a plus
• Strong computer skills
• Able to present to clients and close sales
• Able to represent the company through a courteous and professional manner
• Knowledge of landscape materials, installation and maintenance techniques, and equipment operation
• Able to communicate clearly and effectively with clients, field crews, and management team
• Able to speak Spanish preferred

Education and Experience

• Degree in Landscaping Contracting, Horticulture, or similar field OR three years of experience in the landscaping industry or a customer service industry in a similar role OR an equivalent combination of education and experience
• Valid driver’s license, clean driving record, and ability to be insured by company insurance carrier

Physical Requirements

• Employee will work in both an office and field environment; travel from site to site in various weather conditions; including rain, snow, sun, extreme heat, or cold
• Employee could be required to sit and/or stand for prolonged periods and will operate motorized vehicles
• Expected hours during the landscape season requiring flexibility to work between 8am and 5pm
• Potential work hours during the snow season include nighttime, weekends, and holidays to participate in snow removal activities
• As needed, safely perform heavy lifting/pushing/pulling of various landscape equipment and materials up to 50 lbs and push, pull, grip, and squeeze various tools and products