Client Relationship Manager

Job Summary

The Client Relationship Manager is the primary contact for all clients, responsible for the upholding and communicating company standards, ensuring high client satisfaction, while maintaining and growing client relationships. This role aims to enhance client satisfaction, retention, revenue growth, and profitability. This position reports to the Director of Client Services and collaborates closely with the Branch Manager and Production Managers.

Duties/Responsibilities

• Ensure smooth client onboarding and integration.
  • Communicate and follow up with Plans of Action as production performs, resolves and executes control standards.
  • Maintain consistent, scheduled communication cadence with clients.
  • Identify and pursue opportunities to upsell and cross-sell to existing clients.
  • Build, strengthen and maintain client relationships.
  • Retain and grow account base.
  • Address and resolve client complaints and issues promptly and effectively.
  • Identify and mitigate risks proactively.
  • Gather client feedback and use it to drive continuous improvement with production teams.
  • Facilitate effective communication between clients and internal teams.
  • Foster a collaborative environment to enhance teamwork and problem-solving.
  • Attend networking and industry events.
  • Manage and communicate the contract renewal process and price increase.
  • Design, estimate and propose enhancement opportunities.
  • Manage Aspire and other integrated software systems to maximize performance.
  • Manage A/R communication to ensure timely payment for services rendered.
  • Drive strategic plan for adoption and utilization of products.

Required Skills/Abilities

• Strong analytical and problem-solving skills, organizational, communication, coordination and presentation skills.
• Proficient computer technology including MS Office Suite, Aspire software knowledge is a plus.
• Horticultural experience/ knowledge preferred.
• Strong social skills with an ability to build relationships internally and externally.
• Able to manage conflict resolution.
• Able to work in a fast-paced, team environment with a high sense of urgency.
• Strong ability to multitask and handle competing priorities in a constantly changing environment.

Education And Experience

• Associates or Bachelors degree preferred.
• 3-4 years of experience as a Client Relations Manager preferred.

Physical Requirements

• Prolonged periods standing, walking, stretching, bending, climbing ladders, kneeling, and pulling.
• Able to lift up to 25 pounds at times.
• Able to work in a variety of weather conditions.

Salary Description

$65-$70k per year