Maintenance Account Manager

Air Comfort, Inc; Gahanna (OH); On-site; USD 70,000 - 110,000; Full time

Job summary

A leading landscape maintenance company in Gahanna, Ohio, is seeking an experienced Landscape Maintenance Account Manager to oversee day-to-day sales and customer service. This role involves cultivating customer relationships, achieving sales and renewal goals, and ensuring site quality. The ideal candidate has strong sales and communication skills and is responsible for property audits and growth targets. Competitive compensation tied to customer retention and enhancement sales will be offered.

Qualifications

• Experienced in sales and customer service operations, particularly in landscape maintenance.
• Ability to cultivate and maintain customer relationships effectively.
• Proficiency in conducting audits and managing estimates.
• Strong written and verbal communication and CRM documentation.

Responsibilities

• Conduct weekly property walkthroughs and recommend upsells.
• Perform quarterly audits and meet enhancement sales goals.
• Conduct seasonal close-out walk-throughs with clients.
• Assist with estimates, contract renewals, marketing campaigns, and customer service needs as they arise.

Skills

Customer relationship management

Sales skills

Communication

Analytical skills

Tools

Aspire CRM

Microsoft Excel

Job description

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.