Client Manager
Client ManagerBrand: Reliable Property ServicesLocation: Milwaukee, WI, United StatesDate Posted: Dec 26, 2024Requisition Number:DescriptionCOMPANY OVERVIEW:Who We AreFirst impressions are everything, so your property needs to look its best, no matter what the season. At Reliable Property Services, we help you set the tone for your exterior, delivering on-spec property maintenance services on time and on budget. Winter, spring, summer, and fall, our team of experts is dedicated to you and your satisfaction. As a 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.While snow and ice management remain a core competency, we also provide our customers with complete grounds management programs, including landscape management and maintenance, landscape enhancements, irrigation management, and landscape construction, as well as comprehensive golf course grounds management services. With professional staff, state-of-the-art equipment, and cutting-edge information systems, we service Minnesota and Wisconsin out of offices in those states.Our MissionAt Reliable Property Services, our mission is to consistently meet our customer’s service and value expectations as measured through our “On-spec score” and seasonal property benchmark scores—and to recruit, motivate, and retain the highest quality staff.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, Cell Phone & Laptop
Comprehensive Benefits (Medical, Dental, Vision)
Life Insurance
Voluntary LTD
401k (Match)
PTO
Paid Holidays
Paid Training & Development
JOB OVERVIEWThis 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.
PHYSICAL REQUIREMENTS:Key:Rarely = less than 10%Occasionally = up to 33%Frequently = up to 66%Continuously = 67% to 100%Rarely: Crawling, climbing on/off truck, climbing poles, gripping, color vision, pushing, pulling, climbing ladders, balancing, lifting up to 50lbs.Occasionally: Kneeling, squatting, sense of touch, manual dexterity, reaching, range of motion, lifting, carrying, lifting over 10lbs to 50lbs.Frequently: Standing, walking, stooping, climbing stairs.Continuously: Sitting, body twisting, speaking clearly, seeing distant, seeing, reading, hearing – speech range, depth perception, lifting up to 10lbs.BenefitsWe offer a competitive benefits package that provides a foundation of support for the health, safety, and security of you and your family. We are proud to extend a broad selection of benefits to meet your needs—and medical, dental, and vision benefits start on the first day of employment.Individuals with a disability who desire a reasonable accommodation can contact the ADA Coordinator by calling 1-833-222-3066. We partner with the Department of Homeland Security/U.S. Customs and Immigration Service to e-Verify all newly hired employees.An Equal Opportunity Employer.Please note:
All job offers are subject to pre-employment drug screening and a background check.
Unless otherwise noted, we do not sponsor employees for work authorization in the U.S. for this position.
Notice to Agencies: We only accept resumes from recruiters, employment agencies, or staffing services if a Service Agreement has been signed and we have requested recruitment/staffing services for the specific position. Any unsolicited resumes will become the property of the company, and no fees or compensation will be paid to the recruiter, employment agency, or staffing service.