Landscape Account Manager

Job Description

Job Description

The Account Manager (AM) will serve as the primary contact for clients, ensuring that RSG has sustained long-term, loyal relationships. This individual achieves client satisfaction with our work; and fully leverages our relationships to benefit the client and RSG. Responsible for the management of a client portfolio of multiple key clients, focused on maximizing revenue growth and client retention. This job will include working closely with the Production Manager (PM) and Branch Manager (BM) in coordinating the procurement, schedule the use of resources, including labor, equipment, and materials to ensure maximum use and completion of work within the budget, safety guidelines and quality standards.

Essential Duties & Responsibilities:

Client Service:

• Develop and maintain long-term, loyal client relationships, which lead to 100% renewals of each account, within the customer portfolio.
• Develop and maintain a personification schedule and perform "site walk throughs" and formal meetings with customers that ensure high quality and service expectations are met.
• Proactively present site enhancement ideas to existing customers.
• Lead and facilitate the resolution of customer problems or concerns. Proactively assist in resolving issues with customer service when needed.
• Focus on developing personal relationships with customers as well as the next level above and below main contact.

Sales Responsibility:

• Responsible for maximizing work opportunities and achieving enhancement sales that meet branch goals.
• Identify areas of opportunity to increase account growth and drive revenue.
• Earn new work through referrals from existing customer base.
• Responsible for accurate estimates and takeoffs as needed.
• Sell and maintain acceptable gross margins for contracts and enhancements that meet branch budgets.
• Network to secure new sales opportunities.

Production Communication:

• Participate in Branch production meetings and assist Branch Manager on overall leadership of Branch.
• Communicate regularly with Branch production personnel to ensure customer needs and expectations are being met and exceeded.
• Develop strong relationships with production personnel to ensure that customer service and production teams are coordinated on serving customers.
• Coordinate site visits with the production team to ensure that consistent and timely site visits occur.

Administrative:

• Complete all required paperwork in the sales process (sales reporting, estimates, contracts, work orders).
• Accounts Receivable (maintain satisfactory A/R levels for their assigned accounts.
• Other tasks and duties, as assigned.

Qualification Requirements:

• Complete knowledge of branch office functions, geographic responsibilities, and customer assignments.
• Ability to communicate from any location and be available to travel to each of the territory areas with a high degree of flexibility.
• Ability to generate customer solutions and proposals that are on point, creative, and that stay consistent with the brand image of the company.
• Excellent communication skills, both written and verbal.
• Ability to network with and facilitate the networking of large groups of company personnel with industry and trade contacts within the marketplace.
• Working knowledge of computers.
• Proficiency in or knowledge of using a variety of computer software applications, including but not limited to Microsoft Excel, Word, PowerPoint and Outlook.

Key Processes:

• Proficient at maintenance estimating.
• Proficient at enhancement pricing.
• Branch sales tracking - timely and accurate upkeep of their portion of sales report.
• Customer personification planning and tracking - quality plans and diligent at tracking activity.

Education and/or Experience:

• Minimum of five (5) years of prior customer service, management and leadership experience within the organization, and the industry and local marketplace.
• Minimum education of a two- or four-year degree in a business-related field or equivalent experience required.

Core Competencies:

Acts with Integrity

The individual demonstrates sound work ethics and acts in a way that causes others to trust. Builds trust with others through own authenticity and follow-through on commitments.

Adaptability

The individual adapts to change in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.

Client Relations

The individual demonstrates a professional sales approach and on-going communications with clients. Presents a professional image to all prospects and clients. Writes letters and proposals that are clear and concise. Communicates effectively with clients during presentations, site visits, phone calls, and other oral communications, utilizing necessary information to accomplish objectives. Maintains up-to-date promotional materials. Keeps in touch with clients regularly and is responsive to their interpersonal and business needs. Demonstrates ability to listen effectively.

Communication

The individual effectively conveys work results and concepts; shares ideas with others; expresses oneself clearly, both verbally and in writing.

Coordinate/Team Building

The individual negotiates and cooperates with others to accomplish optimal utilization of resources. Develops and maintains effective personal and work relations with internal and external customers. Provides leadership in projects through all phases to completion. Gains the understanding, support, and effective action of team members. Serves as an effective team member. Demonstrates commitment to eliminating organizational barriers to teamwork and quality improvement. Motivates others to work effectively as a team.

Customer Focus

Dedicated to quality customer service. Goes the extra mile to ensure customer satisfaction. Handles "moments of truth" effectively and positively. Eliminates barriers to superior customer service.

Decisiveness/Judgment

The individual exhibits a readiness to make decisions, take action, and make commitments. Develops alternative courses of action and makes decisions which are logical and which reflect factual information. Utilizes ethical judgment; evaluates situations and identifies existing problems or opportunities; searches for root causes when solving problems; makes high­ quality decisions based on accurate assessment of the facts and situation.

Initiative/Innovation

The individual initiates special efforts and uses innovative problem solving to reach goals. Constantly improves every work process/system to meet business needs. Displays energy, drive, and initiative in the pursuit of goals. Exhibits original thinking ingenuity, and creativity in the development of new or improved methods or approaches. Exhibits tenacity until desired objectives are achieved. Effectively responds to unique challenges.

Leadership

The individual demonstrates themselves as a positive role model for others to follow. Influences/mentors others to achieve a high level of performance. Motivates others to take action. Builds strong relationships and uses credibility and personal presence to achieve collaboration.

Planning & Time Management

The individual organizes activities to ensure their proper completion in a timely manner. Effectively schedules time by assigning priorities to daily/weekly/monthly work activities. Avoids crises through systematic planning and follow-through. Documents and files appropriate information in an organized manner for future reference.

Proactive

The individual takes the initiative by acting rather than reacting to events. Anticipates possible issues or problems that may develop and actively utilizes the appropriate resources to address potential problems.

Product Knowledge

The individual understands in detail the suite of landscape services offered by Brickman; can assess client needs and present appropriate services for potential work order and maintenance business.

Results Driven

The individual exhibits and inspires in others a sense of urgency in accomplishing results. Takes ownership for achieving results. Looks for ways to improve efficiency, solve problems and overcome barriers for success.

Technical and Professional Knowledge

Understands application of job responsibilities essential to present job; keeps up to date on developments related to the company, profession, resources and technology. Serves as "resource person" on whom others rely for advice and support. Uses all the resources at their disposal to be able to answer even the utmost difficult questions. Keeps informed of the latest developments in their area of expertise.