Account Manager - Mapunapuna

Description

Position Overview: We are seeking a dedicated and results-driven, client & production-facing Account Manager to join our landscaping business. Reporting to the Branch Manager, as an Account Manager, you will be responsible for managing a portfolio of client accounts, building strong relationships, and driving customer satisfaction. You will directly oversee the production Crew Leaders and their teams. You lead and manage them, scheduling and coordinating job execution, and ensuring the successful delivery of landscaping services that meet or exceed client expectations.

Responsibilities:

Safety - Create a Zero-Harm Work Environment :

• Ensure compliance with national, local, and organizational health and safety regulations and policies.
• Uphold, promote, and monitor the safety culture created by the Branch Manager, ensuring a safe working environment. Ensure proper PPE use through regular inspections. Conduct regular safety meetings, and implement safety training programs.
• Investigate and report any assigned incidents or accidents, taking appropriate corrective actions, and working toward a zero-harm workplace.

Portfolio Performance:

• The Account Manager is responsible for the management of a landscape maintenance book of business with ~$750,000 - 1,000,000 of Annual Contract Value (ACV).
• Handle the operational lifecycle of client contracts, from New Customer Onboarding through ongoing Service and property improvements.
• Regularly evaluate actual contractual maintenance financial performance compared to estimates/budgets (hours, materials & subs); organize the team to problem solve irregularities and improve performance.
• Monitor Ancillary project costs and budgets, ensuring profitability and cost-effectiveness.
• Actively address Accounts Payable issues, billing disputes or discrepancies with the customer in a professional and timely manner.

Customer Relationship Management:

• Serve as the primary point of contact for assigned client accounts, developing and nurturing strong, trust-based relationships.
• Understand the contract, client needs, preferences, and goals, and align our services to meet their requirements.
• Communicate proactively, and conduct regular meetings with clients to provide updates, address concerns, and identify areas for improvement.
• Actively seek client feedback and take proactive measures to enhance client satisfaction and loyalty.

Ancillary Sales:

• The Account Manager is responsible for meeting branch-defined monthly and annual Ancillary Sales targets.
• Demonstrate your landscaping expertise and our partnership on our clients properties by proactively identifying and proposing Safety, Functionality, and Aesthetic based Ancillary sales consisting of Enhancement, Irrigation and Tree services.
• Effectively estimate the costs of performing the desired work, and create proposals that target our clients' needs and expectations, and are priced fairly and ensure our operational teams are profitable.
• Review and approve completed work & client invoices, ensuring accuracy and timely billing. Stay updated on industry trends, competitors, and market conditions to provide valuable insights.

Job Quality:

• Cleary understand contract & customer expectations of landscape quality and the high priority areas on each contract site.
• Communicate, train, coach the operational team and ensure execution to these standards.
• Regularly conduct Job Site Quality Audits, evaluating the crews performance on basic Landscape Maintenance tasks, and the individual requirements or expectations of the site; organize the team to problem solve irregularities and improve performance

Contract Renewals & Retention:

• Actively seek to retain the clients we want by regularly reaffirming the customers experience.
• Encourage clients to take part in the annual customer satisfaction survey; digest, respond to, and ensure quick actions are taken on identified action items.
• Immediately notify branch leadership when there are relationship challenges (Voluntary or Involuntary) that may put the Job in Jeopardy.
• Provide updates on action items being taken to return the customer and contract to Green Job Health.
• Assemble an annual packet to review the past year's performance, and work with Branch leadership to propose the renewal contract, with appropriate price-increases, to the client and secure the renewal.

Production Team Leadership:

• Promote a culture of safety and ensure compliance with company policies and industry regulations.
• Provide leadership, guidance, and support to 3-4 Landscape Crews, crew leaders, field supervisors, and production staff.
• Recruit, interview, hire, train, and mentor production team members to enhance their skills, knowledge, and performance.
• Set clear performance expectations, conduct regular performance reviews, and address any performance issues in a timely and constructive manner.
• Conduct regular site visits and inspections to ensure compliance with site requirement, quality standards, and safety protocols.
• Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous improvement.

Operations & Labor Capacity Management:

• Ensure work is completed in an efficient and effective manner, proactively identifying areas for improvement and developing a team of problem solvers to address opportunities.
• Learn, teach and monitor daily use of the time capture system used by the Crew Leaders and crews.
• Schedule work effectively and execute to beat budgeted / estimated hours, understand demand and reallocate resources to maximize capacity.
• Seek to Continuously Improve operations by embracing a "Go & See" mentality; seek to learn why and how operations are being performed the way they are, and coach the team through developing ways to reduce Waste in the operations.
• Identify opportunities for broader process improvements and implement strategies to enhance operational efficiency and effectiveness.

Materials & Equipment Management:

• Ensure crews have the tools, equipment and materials to complete their work safely, and with high quality.
• Ensure crews maintain accountability for assigned equipment, conduct appropriate daily, weekly, monthly preventive maintenance and seek replacements when necessary.
• Allocate or reallocate resources as necessary to maximize efficiencies and control costs.
• Maintain accurate records of resource usage, costs, and productivity metrics.

Team Collaboration:

• Actively participate in all branch operation activities, meetings and needs, from daily and weekly operational huddles / meetings, to taking on additional assigned duties that help the entire branch perform at a top level.
• Provide necessary updates to the team on initiatives or actions that affect them all.
• Foster a collaborative and positive work environment, promoting teamwork and effective communication.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field is preferred but not required.
• Proven experience (2+ years) in landscape maintenance or a similar client-facing role, preferably in distributed services industries.
• Excellent interpersonal and communication skills to establish and maintain strong client relationships.
• Strong organizational and multitasking abilities, with the ability to manage multiple projects simultaneously.
• Solid understanding of landscaping principles, materials, and practices.
• Proficiency in CRM software, project management tools, and Microsoft Office Suite, and Google Suite products.
• Strong problem-solving and negotiation skills to address client needs and resolve issues.
• Ability to work well under pressure, meet deadlines, and achieve targets.
• Self-motivated with a proactive approach to customer satisfaction and business growth.