Account Manager

JOB DESCRIPTION: ACCOUNT MANAGER

CLASSIFICATION PURPOSE

This exempt position is responsible for cultivating, nurturing, and growing long-term, profitable client relationships. While providing follow-up to maintain positive client relations, ensuring complete client satisfaction, contract renewals, quality control, selling non-contracted services, adding new clients, participates in snow program; performs related work as required.

ESSENTIAL FUNCTIONS

• Develops relationships with prospective and current clients with the client’s long-term value in mind and with a focus on expanding these relationships over time through selling additional services and acquiring additional properties from their portfolios;
• develops win-win opportunities for the client and the company;
• proactively inspects the properties to locate problems before the client and provide solutions while upselling where possible and then communicates them to the client;
• defines a resolution that is within clients’ needs and budgetary parameters;
• works closely with administrative support to make sure all contract administration is timely and accurate;
• demonstrates frequent, effective, professional, and timely communication with client;
• provides candid feedback to operations on client relationship and the client’s perceptions of the product and service being provided to maximize client retention;
• ensures job quality meets client expectations in terms of appearance and horticulture standards;
• conducts follow-up on all client contact, complaints, or meetings;
• schedule and performs quality site audits as needed;
• responsible for measuring your own takeoffs, creating estimates, create a proposal and presenting and selling;
• responsible for creating detailed documentation on sold work to operations (ie notes, drawings, pictures, etc);
• conducts follow-up on bids and offers value solutions to client;
• ensures enhancements proposals are approved as needed prior to being presented to the client
• be available on site for all new enhancement projects to ensure the clients expectations are met;
• responds to all inquiries and requests for bid in a timely manner;
• participates in the contract renewal process;
• maintains tracking of all enhancements proposals in progress and timely follow-up to maximize approval;
• aggressively pursues all proposals in progress within the sales pipeline;
• develops long-term life-cycle property management plans to meet clients projected needs and enhance overall quality of service;
• maintain a daily calendar showing all appointments and activities;
• remains abreast of industry trends;
• develops new business contacts and sales leads;
• tracks market pricing;
• tracks all proposals, contacts, and leads;
• supports the marketing program, procedures, and training;
• makes formal presentations to clients;
• achieve sales goals;
• uses Microsoft Office Suite, standard office equipment and Aspire Landscape Software;
• provides excellent service (e.g., accurate, complete, and timely) to clients, work-site partners, and company staff in a courteous and efficient manner;
• maintain an accurate and up-to-date sales scorecard, reported to the Branch Manager on a weekly basis;
• in the winter months, fully participate and support the snow program as needed, including working in operations, managing a territory, assisting with snow watch, etc;

COMPETENCIES

Results Oriented: Maintains focus on outcomes; is proactive and goal oriented; concentrates on meeting objectives, delivering to the required time, cost, and quality; holds performance as more important than process; sets specific, measurable goals, and takes efficient action to accomplish success.

Business Acumen: Demonstrates operational, conceptual, and financial proficiency with landscape industry topics; generates proposals that achieve gross profit goals; increases revenue, leverages resources, and ensures company success and growth.

Administrative Efficiency: Demonstrates highly efficient time management skills; adept at multi-tasking to accomplish goals; maintains files, documents, and paperwork in a well-organized, current, and easily retrievable manner; applies support systems to ensure efficiency.

Decision Quality: Consistently makes effective, timely, and sound decisions; solicits information from multiple sources prior to making a judgment; addresses goals, resources, and intangibles; considers implications and contingency plans associated with all decisions.

Negotiating: Works with others to achieve satisfactory conclusions; focuses on compromise rather than concession to settle a demand; uses reason rather than emotion to achieve desirable consequences; is diplomatic; preserves trust with all parties.

Client Service: Consistently exceeds client expectations; keeps clients well-informed, listens to them attentively, and addresses their concerns; enacts a personal approach to client service.

Interpersonal Skills: Treats others with respect, collaboration, and support in such a way that work relationships are improved and morale is increased; is approachable; has effective communication skills.

EDUCATION/EXPERIENCE

An example of the preferred education, training, and/or experience that demonstrates possession of the knowledge, skills, and competencies for this position includes: at least three (3) years of professional client service, client relations, and business experience similar to that presented above.

ESSENTIAL PHYSICAL CHARACTERISTICS

The physical characteristics described here are representative of those that must be met by an employee to successfully perform the functions required by this job classification. Reasonable accommodation may be made to enable an individual with qualified disabilities to perform the functions of this job classification, on a case-by-case basis.

Frequently: sit, time spent on the telephone, repetitive use of hands to operate computers, printers, and office equipment; stand, walk, or crouch on multiple surfaces; stoop, kneel, bend to pick up or move objects; walk for long distances and on sloped ground and uneven surfaces; move, lift, and carry objects weighing up to 50 pounds; normal manual dexterity and hand-eye coordination; corrected hearing and vision to normal range.