Account Manager
Job Description
The Account Manager role is ideal for a relationship-driven professional who enjoys cultivating long-term client partnerships, communicating proactively, and working collaboratively with both office and field teams. The Account Manager is a key client-facing role responsible for delivering an exceptional client experience and supporting operational success across the company. This position is primarily aligned with the Maintenance Division, but collaborates cross-divisionally to ensure that client needs are met with excellence. The Account Manager will report to the Director of Business Development / Maintenance Division Lead and is classified as FLSA-exempt. There are no direct supervisory responsibilities.
Role Duties:
-
Client Experience - 75%
- Own the sales and service process from start to finish, ensuring a seamless, professional, and highly positive experience for every client.
- Serve as the primary point of contact for clients, confidently addressing questions related to scheduling, service quality, and project needs.
- Manage and track all maintenance inquiries and non-designer installation requests through the company CRM to ensure transparency and team collaboration.
- Qualify inbound leads based on alignment with Carrington’s business model; when necessary, decline work in a manner consistent with company values while preserving future opportunities.
- Prepare estimates for maintenance and installation work in line with profit goals and meet client expectations for timeliness.
- Proactively recommend enhancements and value-added services to clients, contributing to account growth and improved property outcomes.
- Rank and manage clients by strategic value, ensuring high-value clients receive responsive, prioritized support.
- Provide ongoing market and client feedback to the Director of Business Development and division leads to guide business decisions and service improvements.
- Identify opportunities for design-build collaboration and ensure smooth handoffs to landscape designers when appropriate.
- Act as a collaborative member of the management team, supporting colleagues and contributing to a positive, solution-oriented culture.
- Continually look for opportunities to improve the customer experience, offering proactive recommendations for process or communication enhancements.
- Support of Operations Across all Divisions - 25%
- Participate in companywide meetings, events, and training with a positive, team-oriented mindset that reinforces Carrington’s culture.
- Support training efforts, sharing best practices with both office and field staff to promote consistency and service excellence.
- Assist with snow operations during the winter season as needed.
- Serve as a potential backup resource to the Operations Manager and Director of Business Development.
- Support the overall success of the company by assisting with tasks as needed, including occasional field work as needed.
Preferences & Abilities:
- Strong communication and relationship-building skills
- Organizational skills with the ability to manage multiple accounts simultaneously
- Ability to read scopes of work, estimate services, and understand production workflows
- Proficiency with CRM or service-management systems
- Valid driver’s license
- Experience in landscape management, residential client service, or property care industries is a preference.
Key Competencies:
- Client-focused mindset
- Collaboration & teamwork
- Professional communication
- Problem-solving and initiative
- Time management
- Adaptability during peak times
