Account Manager

About the job

The Maintenance Account Manager (AM) is a client facing position responsible for the overall client experience, as well as the leadership of assigned production crews. The AM manages his or her assigned maintenance portfolio in accordance with our clients Customer Service ideals, Quality standards and Contract protocol.

Responsibilities

• Build and maintain proactive communication and positive business relationships with all clients, property managers, HOAs and other stakeholders to ensure retention in accordance with our clients standards.
• Manage maintenance contracts and execute maintenance production schedules to meet or exceed contract specific expectations.
• Proactively conduct property evaluations and client meetings to assess needs and client satisfaction; troubleshoot problems when necessary. Attend board meetings when requested.
• Identify and provide enhancement ideas and solutions to customers; partner with Sales team in identification of new opportunities.
• Manage monthly budget, reporting and account billing according to established procedures; coordinate with internal partners to ensure resolution of issues.
• Maintain inventory of materials and equipment for assigned crews; report immediate needs to Branch Manager and provide accurate monthly reports, as required.
• Adhere to Maintenance Division facilities opening and closing procedures.
• Provide leadership to landscape maintenance crews comprised of 3-5 employees. Effectively utilize labor and other resources to adequately meet coverage plan requirements.
• Oversee and direct work of Crew Leaders to ensure work is completed in an efficient manner, in accordance with established schedules.
• Ensure all employee time worked is recorded accurately prior to approval.
• Establish and maintain safety and security at jobsites for all employees and customers at all times. Partner with HR and senior management to report violations, hazards, and needed safety resources.
• Administer all performance management tasks and activities, to include annual review process, providing on-going feedback and coaching, on-the-job training, administering discipline as needed, etc.
• Partner with HR to ensure a positive employee experience from on-boarding through exit.
• Work collaboratively with peers and our clients senior leadership team on various projects and initiatives.
• Daily travel between properties is expected. Out-of-town travel is expected to be no more than 5% in this position, and in general it is for purposes of required training or meetings.

Required Education and Experience

• AS or BS degree in Horticulture, Construction, Customer Relationship Management or related field
• Minimum 3-5 years related experience
• Experience coaching and managing employees responsible for landscaping duties, or other related industry labor
• Ability to effectively build positive working relationships with clients
• Must be able to lift 50lbs
• Basic proficiency with Microsoft Outlook, Excel, Word
• Demonstration of an unwavering commitment to Safety