Account Manager

Account Manager

The Account Manager role is ideal for a relationship-driven professional who enjoys cultivating long-term client partnerships, communicating proactively, and working collaboratively with both office and field teams. The Account Manager is a key client-facing role responsible for delivering an exceptional client experience and supporting operational success across the company. This position is primarily aligned with the Maintenance Division, but collaborates cross-divisionally to ensure that client needs are met with excellence. The Account Manager will report to the Director of Business Development / Maintenance Division Lead and is classified as FLSA-exempt. There are no direct supervisory responsibilities.

Role Duties:

• Client Experience - 75%
  • Own the sales and service process from start to finish, ensuring a seamless, professional, and highly positive experience for every client.
  • Serve as the primary point of contact for clients, confidently addressing questions related to scheduling, service quality, and project needs.
  • Manage and track all maintenance inquiries and non-designer installation requests through the company CRM to ensure transparency and team collaboration.
  • Qualify inbound leads based on alignment with Carrington's business model; when necessary, decline work in a manner consistent with company values while preserving future opportunities.
  • Prepare estimates for maintenance and installation work in line with profit goals and meet client expectations for timeliness.
  • Proactively recommend enhancements and value-added services to clients, contributing to account growth and improved property outcomes.
  • Rank and manage clients by strategic value, ensuring high-value clients receive responsive, prioritized support.
  • Provide ongoing market and client feedback to the Director of Business Development and division leads to guide business decisions and service improvements.
  • Identify opportunities for design-build collaboration and ensure smooth handoffs to landscape designers when appropriate.
  • Act as a collaborative member of the management team, supporting colleagues and contributing to a positive, solution-oriented culture.
  • Continually look for opportunities to improve the customer experience, offering proactive recommendations for process or communication enhancements.
• Support of Operations Across all Divisions - 25%
  • Participate in companywide meetings, events, and training with a positive, team-oriented mindset that reinforces Carrington's culture.
  • Support training efforts, sharing best practices with both office and field staff to promote consistency and service excellence.
  • Assist with snow operations during the winter season as needed.
  • Serve as a potential backup resource to the Operations Manager and Director of Business Development.
  • Support the overall success of the company by assisting with tasks as needed, including occasional field work as needed.

Preferences & Abilities:

• Strong communication and relationship-building skills
• Organizational skills with the ability to manage multiple accounts simultaneously
• Ability to read scopes of work, estimate services, and understand production workflows
• Proficiency with CRM or service-management systems
• Valid driver's license
• Experience in landscape management, residential client service, or property care industries is a preference.

Key Competencies:

• Client-focused mindset
• Collaboration & teamwork
• Professional communication
• Problem-solving and initiative
• Time management
• Adaptability during peak times