Maintenance Account Manager

The Landscape Maintenance Account Manager position is responsible for day-to-day sales and customer service operations of the Company for the Maintenance Division. This position is an experienced professional self-directing their activities to achieve service goals of their clients. The Account Manager is the primary point of contact for an assigned book, ($800k to $1.2M) of business responsible for overall site quality, achieving sales goals and renewal goals. This position will also help with estimates, contract renewals, marketing campaigns, as well as help with customer service needs as they arise. Performance measurables for this position will be client renewals, new contract sales, and enhancement sales.

Role Expectations and Deliverables:

**1. Cultivate - Growing Customer Relationships**

- Conduct weekly property walkthroughs, recommending upsells, email documented and track them in the CRM.

 - Maintain ongoing internal property communication updates in Visit/Ticket/Operations notes within Aspire. - Communicate customer-driven deadlines early in the sales process for contracts and upsells.

- Ensure accurate estimation and communication of material, labor hours, and equipment needs.

 **2. Monitor Excellent Service - Ensuring Quality and Progress**

- Perform quarterly audits on all assigned customers, documented in Aspire.

- Meet quarterly enhancement sales goals to enhance property aesthetics.

- Facilitate meetings with designers for job scopes exceeding $15k or involving heavy equipment.

- Create a photo library for communicating expectations, marketing and document property progression timelines. - Maintain quarterly estimates "pending" at or above the headcount of serviced customers.

**3. Retain and Protect - Customer Retention and Growth**

- Request reviews on platforms like google, Houzz and gather testimonials for marketing team.

- Express gratitude to clients, seeking feedback, and asking for referrals, giving gifts when applicable.

- Conduct season close-out walk-throughs with or without the client.

- Aim to renew 95% of the existing customer base annually with a 3%-5% annual increase target.

- It is the responsibility of the AM to replace any attrition of the base book of work-No Coms.

**4. Get Paid - Compensation Philosophy**

This plan is structured to reward Account Managers for client retention, account growth, and enhancement sales. Base salaries are tied to retention rates and account value, with additional incentives for growth and enhancement revenue.