Overview:
As an Account Manager, you play a pivotal role in cultivating strong client relationships, enforcing company procedures, and fostering a positive team culture. You will frequently coordinate with the managers of the non-maintenance divisions, and will report to the Director of Operations over your specific branch.
Key Responsibilities:
Client Relationship Management: You are the key point of contact between your customers and our company. As such, customer service must always be a top priority. You are expected to:
• Build and maintain strong relationships with property managers, board members, and other key committee members at your properties. Retention of customers is your responsibility above all else.
o This is primarily an in-person or phone-based responsibility; emails do not build relationships.
• Respond promptly (within 24 working hours at most; preferably same-day) to client inquiries and concerns, providing effective solutions and clear timelines of when you will have a complete answer.
o You must independently track all calls, texts, emails, and in-person communications so that you are never asked for a follow-up by the customer or your Director. This includes proper planning during your PTO (communicating in advance, setting an email auto-response, etc.)
o All communications must be thorough, informative, well-written, positive in tone, and follow company templates or guidelines as applicable.
• Regularly track the dates of, prepare for, and attend board meetings (or property walks if not applicable).
o This includes providing materials for said meetings at least one week in advance, and bringing to each meeting a summary of what is going on at the property, any outstanding proposals, and any other senior management that may help your case. You may also have to "invite yourself" and juggle your schedule on meeting days- but you are expected to do so.
• Conduct regular site visits to assess property conditions and ensure quality standards are met.
o This involves keeping up with the company's scoring of "Green, Yellow, or Red" (or "clean, green, and weed free"), objectively assessing what could be improved, and communicating it to the customer and your Director as appropriate.
• Generate and send weekly or monthly reports according to company deadlines, including full descriptions of what has been done at the property and any recently completed or proposed work that is worth highlighting.
o You are solely responsible for making sure a report is never missed. You are encouraged to develop a system with your Field Supervisor and Crew Leaders to help generate reports and photos so that the work is not all on you.
• Proactively identify and present "extras" sales opportunities to clients, aligning with their budget and preferences.
o You must always keep the needs of the property in mind, and proactively offer solutions while also ensuring account profitability on behalf of our company. You should know the annual budget provided to the customer. While we never want to propose unnecessary work, we should also never leave a sales opportunity on the table, nor should we miss out on offering to solve a problem.
Administration: You must stay organized and track all of the key processes you manage. This means you are expected to:
• Block off time daily, weekly, and monthly to make sure all of your tasks are being completed and you are following up appropriately and without being asked.
• Complete and send all required property reports on time
• Track and attend all board meetings / property walks and send materials at least a week in advance with proposals / issues / reports as necessary
• Complete and edit GoCanvas tickets on time (weekly)
• Complete Aspire work tickets correctly and on-time, and Aspire time entries daily
• Making sure contact information for all properties is up to date in Aspire
• Respond to requests and follow-ups from Division leads and admin team within 24 hours
• Obtain all necessary approvals (including for irrigation repair, if applicable) and track them all in email / Aspire according to company guidelines
• Ensure all irrigation run times are being followed, and all requested water budgets are being delivered
• Follow your weekly provided labor budgets
• Keep up with all internal paperwork (time off requests, roster changes, pay changes, etc.)new hires?
• Provide all requested information to administration in a timely and accurate manner (including board meeting dates, budget approvals, property information, and other information as requested)
• Utilize and adapt to tools provided by company to improve your skill set (Grammerly, Babbel, etc.)
Team Leadership and Development: You manage crews, Field Supervisors, and Irrigation Technicians. As such, you are expected to:
• Provide daily and weekly plans of action, manage staffing of crews, and make sure all necessary maintenance tasks are getting done.
• Coach and develop the personnel assigned to you. Your Field Supervisor should be able to fill in for you when needed, and you should have ongoing plans to develop Crew Leaders and other high-potential employees while coaching up your lower performers It is your responsibility to evaluate your team members and make decisions if/when changes need to be made.
• Work with your team to find work for your Irrigation Technician to keep them working and billing, not hunting
• Work with your Director to manage hiring, pay changes, and performance reviews within your crews, as well as HR matters and other administrative tasks
• Foster a culture of safety and ensure that all company safety practices are followed at all times. This includes correct handling of equipment, uniform enforcement, PPE, and all other related tasks.
• Assist the Shop with tracking inventory, maintaining vehicles and equipment, and managing yard logistics.
• Proactively work with Divisions (Trees, Enhancements, Spray) to assist them in completing and tracking work, communicating timelines and completion dates to customers, and ensuring proper handovers if applicable.
• Take responsibility for tracking and maintaining proper CEUs for all certifications