Senior Maintenance Account Manager

Job Description

Job Description

Salary: 60,000

At Gardens of Babylon, we believe exceptional customer service is just as important as exceptional landscapes. For over 25 years, we've created beautiful outdoor spaces while building lasting relationships with our clients. We're looking for a driven, relationship-focused Customer Service Manager & Sales professional who thrives on customer satisfaction, account growth, and team collaboration.

This is an exciting opportunity for someone who enjoys managing client relationships, identifying sales opportunities, and working closely with operations to deliver an outstanding customer experience.

What You'll Do

Customer Relationship Management

• Manage a portfolio of residential and commercial landscape maintenance accounts.
• Build strong, long-term relationships through proactive communication and exceptional customer service.
• Conduct routine property inspections to identify issues and enhancement opportunities before clients report them.
• Resolve customer concerns quickly and professionally.
• Manage contract renewals and maintain high customer retention.
• Perform monthly quality audits on customer accounts.
• Maintain regular communication through phone, email, text, and in-person meetings.

Sales & Business Development

• Grow existing accounts through landscape enhancements and upgrades.
• Sell maintenance contracts and work orders for new and existing clients.
• Convert Design/Build customers into recurring maintenance accounts.
• Develop proposals and follow up with prospects in a timely manner.
• Collaborate with the Design Team on larger enhancement projects.
• Identify drainage, beautification, irrigation, lighting, outdoor living, and other enhancement opportunities.

Operations & Team Collaboration

• Partner with Production Managers to ensure projects are completed efficiently and to company quality standards.
• Assist with weekly scheduling and routing to maximize efficiency.
• Monitor open tickets and customer issues to ensure timely resolution.
• Review production performance and labor efficiency.
• Maintain accurate job documentation, timesheets, and customer records.
• Work closely with Operations to maximize profitability while delivering exceptional service.

Performance Expectations

Successful candidates will strive to:

• Maintain a 90% or greater contract renewal rate.
• Achieve enhancement sales equal to 40% or more of portfolio value.
• Support production teams in achieving 100103% field efficiency.
• Close 50% or more of new contract opportunities.
• Convert at least 40% of Design/Build customers into maintenance accounts.
• Maintain a Net Promoter Score (NPS) of 65 or higher.

Service Agreement accountsincluding lawn care, fertilization, aeration, irrigation, lighting maintenance, mosquito programs, and similar recurring servicesshould be nurtured with the goal of building long-term customer relationships and identifying opportunities to grow those accounts into comprehensive landscape maintenance services.

We're Looking For Someone Who Is

• Customer-focused and relationship driven
• Organized with excellent time management skills
• A strong communicator both verbally and in writing
• Results-oriented with a passion for sales
• Positive, energetic, and professional
• Creative and solutions-focused
• Coachable and eager to learn
• Able to work independently while collaborating with multiple departments
• Skilled at negotiating, overcoming objections, and closing sales
• Comfortable managing multiple priorities in a fast-paced environment

Qualifications

• Valid driver's license with an acceptable driving record.
• Must be insurable under the company's automobile insurance policy.
• Two or more years of customer service, account management, or sales experience.
• Experience building and maintaining customer relationships.
• Excellent communication and problem-solving skills.
• Strong organizational and multitasking abilities.
• Willingness to learn landscape maintenance and horticultural best practices.
• Ability to work outdoors when visiting client properties.
• Ability to lift up to 80 pounds when necessary.

Why Join Gardens of Babylon?

• Join one of Nashville's premier landscape companies.
• Work alongside passionate professionals committed to excellence.
• Build long-term client relationships while growing your sales career.
• Opportunity to directly impact customer satisfaction, retention, and company growth.
• Collaborative, team-oriented culture with opportunities for professional development.

If you're passionate about customer service, enjoy building relationships, and love helping clients improve their outdoor spaces, we'd love to hear from you. Apply today and help us continue creating beautiful landscapes and exceptional customer experiences.