Account Manager

Account Manager

Position Summary

The Account Manager is responsible for delivering an exceptional customer experience throughout every stage of the client relationship. This role serves as the primary point of contact for assigned accounts, ensuring client expectations are met, concerns are resolved quickly, and long-term partnerships are maintained.

Working closely with the Branch Manager, Operations team, and Production team, the Account Manager communicates customer expectations, participates in operations planning meetings, and helps ensure services are delivered at the highest level. This position also identifies enhancement opportunities, supports contract renewals, and contributes to company growth through additional sales.

This position reports directly to the Branch Manager.

Key Responsibilities

• Serve as the primary point of contact for assigned commercial and residential clients.
• Build strong, long-term client relationships through proactive communication and exceptional customer service.
• Conduct regular property visits and client walk-throughs to ensure quality expectations are being met.
• Respond promptly to client questions, requests, and service concerns, following issues through to resolution.
• Document client communications, service requests, and follow-up actions accurately within company systems.
• Attend weekly Operations and Production meetings to communicate customer expectations, service priorities, and upcoming client needs.
• Partner with the Branch Manager and Operations team to ensure work is completed according to contract specifications and company quality standards.
• Prepare estimates and proposals for enhancements, additional services, and contract modifications.
• Identify opportunities to expand services within existing accounts.
• Manage annual contract renewals with a target customer retention rate of 85% or greater .
• Meet established renewal and customer satisfaction KPIs.
• Support company sales initiatives by generating enhancement opportunities and referring new business opportunities when appropriate.
• Maintain professional knowledge of company services, industry trends, and best practices.
• Perform other duties as assigned.

Performance Expectations

Success in this role is measured by:

• Maintaining an annual customer renewal rate of 85% or higher
• High customer satisfaction and responsiveness
• Timely resolution of customer concerns
• Growth of enhancement and additional service sales
• Accurate documentation and communication between customers and operations
• Positive collaboration with field and office teams

Qualifications

• High school diploma or GED required.
• Minimum of 3-5 years of experience in landscape maintenance, account management, customer service, or related industry experience.
• Ohio Landscape Industry Certified (LIC) certification preferred or willingness to obtain.
• Strong customer service and relationship-building skills.
• Excellent verbal and written communication abilities.
• Experience preparing estimates and proposals.
• Strong organizational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Working knowledge of landscape maintenance practices.
• Basic understanding of irrigation systems preferred.
• Valid Ohio driver's license with an insurable driving record.
• Ability to pass pre-employment background and drug screening.

Compensation

• Competitive base salary
• Commission opportunities on enhancement and additional service sales
• Benefits package including PTO, health benefits, retirement plan, and company vehicle (if applicable)

Working Conditions

• Combination of office, customer site visits, and outdoor work.
• Frequent walking of properties in various weather conditions.
• Ability to lift up to 50 pounds occasionally.
• Occasional evening, weekend, or holiday work during snow and ice management operations.

Brian-Kyles Landscaping & Construction is an Equal Opportunity Employer. We value professionalism, teamwork, accountability, and providing an exceptional experience for every customer.