Client Relationship Manager

Job Description

Job Description

Description:

Job Summary:

The Client Relationship Manager is the primary contact for all clients, responsible for the upholding and communicating company standards, ensuring high client satisfaction, while maintaining and growing client relationships. This role aims to enhance client satisfaction, retention, revenue growth, and profitability. This position reports to the Director of Client Services and collaborates closely with the Branch Manager and Production Managers. 

Core Values:

1. Culture of Safety – Safety is always job #1
2. A Growing Tradition Plants, Personally, Financially and Professionally
3. Employee Owned – Personal Pride in Success with an Owners Mentality
4. Exceptional Customer Experience – Delighting our Clients with our Products and Services
5. Good Neighbors – Community Pride – Sharing our Success
6. Respectability – Treating Others as we want to be treated

Duties/Responsibilities:

• Ensure smooth client onboarding and integration.
• Communicate and follow up with Plans of Action as production performs, resolves and executes control standards.
• Monitor project timelines, budgets, and outcomes to ensure client satisfaction and profitability.
• Identify and pursue opportunities to upsell and cross-sell to existing clients
• Build, strengthen and maintain client relationships.
• Retain and grow account base
• Address and resolve client complaints and issues promptly and effectively. 
• Maintain consistent, scheduled communication cadence with clients
• Identify and mitigate risks proactively
• Gather client feedback and use it to drive continuous improvement with production teams. 
• Facilitate effective communication between clients and internal teams.
• Foster a collaborative environment to enhance teamwork and problem-solving 
• Attend networking and industry events.
• Manage and communicate the contract renewal process and price increase.
• Design, estimate and propose enhancement opportunities
• Manage Aspire and other integrated software systems to maximize performance.
• Manage A/R communication to ensure timely payment for services rendered
• Drive strategic plan for adoption and utilization of products

Required Skills/Abilities:

• Strong analytical and problem-solving skills, organizational, communication, coordination and presentation skills
• Proficient computer technology including MS Office Suite, Aspire software knowledge is a plus.
• Horticultural experience/ knowledge preferred
• Strong social skills with an ability to build relationships internally and externally
• Ability to manage conflict resolution
• Ability to work in a fast-paced, team environment with a high sense of urgency
• Strong ability to multitask and handle competing priorities in a constantly changing environment

Education and Experience:

• Associates or Bachelors degree preferred
• 3-4 years of experience as a Client Relations Manager preferred
• Effective oral and written communication skills

Physical Requirements:

• Must be able to travel
• Prolonged periods standing, walking, stretching, bending, climbing ladders, kneeling, and pulling
• Must be able to lift up to 25 pounds at times
• Must be able to work in a variety of weather conditions

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Job descriptions are not intended and do not create employment contracts.