Sr. Account Manager (Administrative)

Position Overview:
We are seeking a dedicated and results-driven, client-facing Senior Account Manager to join our landscaping business. Reporting to the Branch Manager, as a Senior Account Manager, you will be responsible for managing a portfolio of client accounts, building strong relationships, and driving customer satisfaction.

You will directly oversee the development of Associate Account Managers, and indirectly oversee a Production Manager or team of Production Managers responsible for managing the crews. You will collaborate with them and other-functional teams, coordinating job execution, and ensuring the successful delivery of landscaping services that meet or exceed client expectations.

Responsibilities:

1. Safety - Create a Zero-Harm Work Environment:
? Ensure compliance with national, local, and organizational health and
safety regulations and policies.
? Uphold, promote, and monitor the safety culture created by the Branch
Manager, ensuring a safe working environment. Ensure proper PPE use
through regular inspections. Conduct regular safety meetings, and
implement safety training programs.
? Investigate and report any assigned incidents or accidents, taking
appropriate corrective actions, and working toward a zero-harm
workplace.

2. Portfolio Performance-
? The Account Manager is responsible for the management of a landscape
maintenance book of business with ~$1,500,000 - $2,000,000+ of
Annual Contract Value (ACV)
? Handle the operational lifecycle of client contracts, from New Customer
Onboarding through ongoing Service and property improvements
? Regularly evaluate actual contractual maintenance financial performance
compared to estimates/budgets (hours, materials & subs); organize the
team to problem solve irregularities and improve performance
? Monitor Ancillary project costs and budgets, ensuring profitability and cost-
effectiveness.
? Actively address Accounts Payable issues, billing disputes or
discrepancies with the customer in a professional and timely manner.

3. Customer Relationship Management:
? Serve as the primary point of contact for assigned client accounts,
developing and nurturing strong, trust-based relationships.
? Understand the contract, client needs, preferences, and goals, and align
our services to meet their requirements.
? Communicate proactively, and conduct regular meetings with clients to
provide updates, address concerns, and identify areas for improvement
? Actively seek client feedback and take proactive measures to enhance
client satisfaction and loyalty.

4. Ancillary Sales:
? The Senior Account Manager is responsible for meeting branch-defined
monthly and annual Ancillary Sales targets.
? Demonstrate your landscaping expertise and our partnership on our
clients properties by proactively identifying and proposing Safety,
Functionality, and Aesthetic based Ancillary sales consisting of
Enhancement, Irrigation and Tree services.
? Effectively estimate the costs of performing the desired work, and create
proposals that target our clients needs and expectations, and are priced
fairly and ensure our operational teams are profitable.
? Review and approve completed work & client invoices, ensuring accuracy
and timely billing.
? Stay updated on industry trends, competitors, and market conditions to
provide valuable insights.

5. Job Quality
? Cleary understand contract & customer expectations of landscape quality
and the high priority areas on each contract site
? Communicate, train, coach the operational team and ensure execution to
these standards
? Regularly conduct Job Site Quality Audits, evaluating the crews
performance on basic Landscape Maintenance tasks, and the individual
requirements or expectations of the site; organize the team to problem
solve irregularities and improve performance.

6. Contract Renewals & Retention
? Actively seek to retain the clients we want by regularly reaffirming the
customers experience
? Encourage clients to take part in the annual customer satisfaction survey;
digest, respond to, and ensure quick actions are taken on identified action
items.
? Immediately notify branch leadership when there are relationship
challenges (Voluntary or Involuntary) that may put the Job in Jeopardy.
? Provide updates on action items being taken to return the customer and
contract to Green Job Health.
? Assemble an annual packet to review the past years performance, and
work with Branch leadership to propose the renewal contract, with
appropriate price-increases, to the client and secure the renewal.

7. Team Collaboration:
? Actively participate in all branch operation activities, meetings and needs,
from daily and weekly operational huddles / meetings, to taking on
additional assigned duties that help the entire branch perform at a top
level.
? Provide necessary updates to the team on initiatives or actions that affect
them all
? Foster a collaborative and positive work environment, promoting teamwork
and effective communication.