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Client Manager

2 months ago

Tempe, United States Integrated Landscape Management Full time

COMPANY OVERVIEW:

 

Who We Are

We understand that providing great services to customers is only part of what exemplifies an exceptional company. At ILM, not only do we offer superior commercial landscape services, but we also take the time to create outstanding client relationships. These relationships enhance the customer experience as we become a valued member of their team. As part of the Aspen Grove Landscape Companies, we offer the expertise and personal touch of a local partner, coupled with the vast resources of a national organization. We’ll take the stress out of managing your landscape and go above and beyond your expectations to win your trust.


Proof of the trust that our customers place in us is ILM being named “The Best of Arizona Business” by Ranking Arizona over many consecutive years. Our use of current technology, state-of-the-art equipment, and technical training of all employees ensures that our clients receive both outstanding landscape services and superior customer service. We provide our customers with complete horticultural programs including turf maintenance, weed control, fertilization, soil conditioning, shrub and groundcover maintenance, small tree pruning, seasonal color planting and rotation, and arbor needs serviced by our tree division.

 

Our Mission

Our mission is to focus on the highest safety and quality standards while delivering the best in landscape care and management to our clients.

 

Our Values

  • Quality – The ability to understand the needs and expectations of our customers and staff, and to continuously provide services that satisfy those needs and exceed expectations.
  • Integrity – To achieve the highest standards of integrity in all the services we deliver to customers. To provide a culture based on integrity and a continuous improvement process, enabling employees to achieve personal and career goals.
  • Communication – Nurturing relationships with our customers year after year, delivering services with honesty, loyalty, and good old-fashioned hard work.

 

COMPENSATION & BENEFITS

  • Competitive Salary & Compensation Plan
  • Company Vehicle
  • Company Cell Phone & Laptop
  • Comprehensive Benefits (Medical, Dental, Vision)
  • Life Insurance
  • Voluntary Life Insurance
  • 401k (Match)
  • PTO
  • Paid Holidays
  • Paid Training & Development

 

JOB OVERVIEW

This position is responsible for developing and maintaining successful relationships with clients that support the goals for renewal, retention, growth and profitability. Client Managers work in tandem with production staff to ensure that jobs are delivered safely, efficiently and in accordance with the company’s standard for quality. Client Managers evaluate the performance of Service Level Agreements, quality levels and financials within their accounts. They will own the client relationship and will serve as the primary point of contact for assigned clients. This position will report directly to the Branch Manager.  


ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

  • Maintains relationship and direct communication with all levels of client organizations to ensure high quality and service expectations are met.
  • Assists in developing and implementing account-specific vision, strategies, and creative solutions. Monitors and manages account profitability and drives retention and growth of contract business.
  • Acts as primary escalation responsibility for client concerns by proactively assisting in resolving issues with customer service when needed.
  • Conducts regular business reviews with clients to assess expectations (to be documented) as well as each maintenance team’s performance to incorporate goals pertaining to quality, maintenance functions, and personnel development.
  • Identifies, estimates and presents opportunities for new business and enhancements.
  • Monitor the implementation of approved work orders (Irrigation, Mulch, Turf Care and Seasonal Color).
  • Works in tandem with business development staff to achieve branch sales goals through referrals and generates sales opportunities within Client portfolios.
  • Effectively manages and completes the client transition from the Sales Team to the Operations Team.
  • Ensures familiarity with each job’s specifications that each account has a solid communication plan in place and that it is administered successfully. Communicates with production staff daily on schedules for work on all jobs and assists in prioritizing work.
  • Provides client feedback to the Operations Team in a manner that allows the Operations Team to effectively facilitate change / corrective action.
  • Partners with Project Management in organizing and implementing Client requests and operational procedures on property sites, and schedules regular meetings with Supervisors & Team members to communicate plans and ensure proper and timely billing.


KPI’S:

  • Portfolio retention 90% or greater
  • Management capacity of $1.5M or better
  • Communication plans are actively worked and shared with production team
  • Positive scores on client surveys
  • Enhancement revenue at a minimum of 30% of portfolio
  • Consistent source of lead generation and referral business to sales team
  • Positive teamwork with production staff
  • Enhancement and Contract sales meet or exceed individual goals set by client manager and branch manager.


EDUCATION & EXPERIENCE QUALIFICATIONS:

  • Minimum of a high school diploma or GED
  • Bachelor’s Degree in Business or a related field preferred
  • Must have 5+ years of experience in operations, customer service, customer relations, or related field.
  • Experience in Aspire Landscape Operating System preferred.


SKILLS & ABILITIES QUALIFICATIONS:

  • Must be able to travel to and from Company office and client locations, with the ability to attend after hours events when necessary (board meetings, networking events).
  • Must be able to demonstrate excellent accountability as this position has authority to initiate actions and make decisions within established precedents and practices with regular managerial direction and review.
  • Must be able to demonstrate excellent judgment as the incumbent’s decisions directly impact operating costs and indirectly influence client retention and future contract awards.
  • Must be familiar with all operational concepts, practices, and procedures with the ability to identify and sell landscape enhancements.
  • Must possess and demonstrate excellent interpersonal and conflict resolution skills with the ability to negotiate.
  • Must possess and demonstrate exceptional oral and written communication skills, with competency in business writing.
  • Must be able to maintain appropriate confidentiality.
  • Must always represent Company in a positive and professional manner.
  • Highly organized with great follow up abilities.
  • Excellent computer skills.
  • Sense of accountability, goal-oriented, owning one’s work and taking pride in it; commitment to quality and continuous improvement.
  • Strong problem solving and multi-tasking abilities; shows attention to detail.
  • Basic planning, organizing and problem-solving skills.
  • Must be able to adapt to change.
  • Travel required up to 50%.
  • Must have a valid state driver’s license and reasonably clean driving record.