COMMERCIAL MAINTENANCE ACCOUNT MANAGER
1. Position description: The Commercial Maintenance Account Manager must be thoroughly familiar with all aspects of commercial landscape maintenance to include: sales, production, customer service, estimating, training, etc. The Commercial Maintenance Account Manager oversees all interaction with the customer and keeps his/her informed as to all aspects of the maintenance process. The Commercial Maintenance Account Manager grooms the relationship with the client while interfacing with company production and accounting personnel, and interfaces with subcontractors and vendors as required throughout the maintenance process. The Commercial Maintenance Account Manager is also responsible to conduct monthly walk-throughs with the client, resolve any issues discovered therein, follow through to ensure that all issues are resolved to the satisfaction of the client, and ensure all change orders/enhancements are billed properly.
2. Reports to: The Commercial Maintenance Account Manager reports directly to the General Manager, Maintenance Manager, or Sales Manager depending upon the specific structure of the company.
3. Skill set and educational requirements: The Commercial Maintenance Account Manager must possess the following skill set and educational background:
A. Minimum of five years of experience in landscape maintenance.
B. Have an associate’s degree (preferably in the Green Industry).
C. Be a Certified Landscape Professional (CLP) and a Certified Landscape Technician (CLT).
D. Able to manage between $500,000 and $1,000,000 in maintenance accounts annually.
E. Able to effectively train field crew members.
F. Possess a valid driver’s license and must be insurable on company’s insurance policy.
G. Have a clean criminal record.
H. Possess excellent computer skills.
I. Proficient in or able to learn customer relationship management (CRM) software.
J. Proficient in both oral and written communication.
K. Bilingual in Spanish and English. (Preferred but not required)
L. Proficient in MS Word and MS Excel.
M. Proficient in typing.
N. Able to represent the company in a courteous and professional manner.
4. Responsibilities:
A. Oversees and manages $500,000 to $1,000,000 of commercial maintenance accounts annually.
B. Sells approximately 25% of account contract amount in enhancements.
C. Processes all enhancements and ensures that they are priced and processed correctly.
D. Prepares all bids/proposals for enhancement work.
E. Develops new business/accounts and prepares bids for the same for the Maintenance Supervisor to review.
F. Reviews all bids/proposals with Sales Manager for accuracy and marketability.
G. Presents all proposals/documents to client.
H. Closes sale and coordinates job specifics with accounting personnel.
I. Interfaces with client and ensures that all of client’s concerns are addressed in a timely and professional manner.
J. Conducts monthly walk-through with client, identifies and documents any/all discrepancies.
K. Provides written monthly report and files in customer file.
L. Ensures that jobs are kept on schedule.
M. Ensures that jobs are at or under budget.
N. Interfaces with subcontractors to ensure timely and accurate completion of their work.
O. Interfaces with suppliers to ensure timely and accurate delivery of job materials.
P. Interfaces with company Production Manager to ensure client’s expectations are met and that jobs are kept on schedule and on budget.
Q. Ensures that company production standards are met.
R. Ensures that all safety procedures are followed and reports any unsafe conditions to supervisors.
S. Ensures all accidents are properly documented and reported immediately.
T. Ensures all workers’ compensation insurance claims are properly documented and reported immediately.
U. Ensures that all equipment is operated in a safe and proper manner.
V. Ensures that all equipment is maintained properly and preventatively maintained (PMd) daily.
W. Evaluates equipment utilization and makes recommendations for future purchases.
X. Ensures that vendor invoice pricing is accurate and as bid.
Y. Ensures that job cost reports are properly analyzed and disseminated.
Z. Thoroughly understands and complies with company policies, procedures, and SOPs.
AA. Assists in the development and implementation of the company’s strategic plan.
BB. Assists in the development, implementation, and achievement of the company’s annual budget goals.
CC. Assists in the development and implementation of the company’s new business development plan.
DD. Assists in the development and implementation of the company’s training goals.
EE. Assists in the development and implementation of the company’s marketing plan.
FF. Is certified in CPR and First Aid.
GG. Continuing education requirement: minimum of 10 hours per year.
5. Salary, bonus, and/or commissions: Commensurate with experience ($36,000 to $48,000 per year). The total compensation package for a Commercial Maintenance Account Manager is benchmarked at 6% to 8% of his/her total sales (subcontracted work is benchmarked at 1 to 2%).
7. Success factors:
A. Is a high-energy individual capable of managing $500,000 to $1,000,000 of commercial maintenance accounts annually.
B. Is organized in all areas (personal office space, field operations, company yard space, job sites, etc.).
C. Leads by example.
D. Presents himself or herself in a professional manner.
E. Initiates action when needed.
F. Is self-motivated.
G. Requires minimal supervision.