Client Relationship Manager (CRM)

Job Description

Client Relationship Manager (CRM) Job Description and Duties

Job Description

The CRM serves as the primary client contact for new and existing maintenance and enhancement clients within the Maintenance division. This role involves communicating contract specifications to the Maintenance Production Manager and collaborating with the Maintenance team(s) to ensure services are performed profitably with high client satisfaction. The CRM is responsible for the necessary follow-up and follow-through to consistently deliver exceptional client experience, maintain quality control, and facilitate renewals. Additionally, the CRM recommends and sells enhancements regularly to meet the property's needs and increase client satisfaction. In addition, the CRM is responsible for qualifying and selling new maintenance prospects.Core Responsibilities (Accountability Chart)

Renewals

New Maintenance/Enhancement Sales

Quality Control/QSA's

Enhancement opportunities

Client Interface/Owns client experienceDutiesClient Interface/Owns Client Experience

Develop strong, positive relationships with RLG clients through clear, proactive, and consistent communication. Become a trusted advisor, focusing on meeting client needs and providing candid feedback on client relationships, including the clients’ perceptions of the product and service. Maximize client retention through proactive engagement and exceptional service.

Coordinate, conduct, and facilitate client transitions from Install to Maintenance

Prepare and present proposals professionally, adhering to company standards

Ensure all proposals are prepared and approved prior to client presentations

Respond promptly to all client inquiries and requests for proposals. Responses are provided the same day if received before 5:00 PM; otherwise, before 10:00 AM the following business day (5/10 rule)

Maintain records and tracking of all proposals in progress with timely follow-ups to maximize sales opportunities

Aggressively pursue all open proposals

Maintain the Aspire database of current, prospective, and past clients to support marketing and sales effortsExpectations - Onsite expectations for client properties

Properly document each visit in Aspire, including:

Arrival time

Site Audit results

Properly document issues and assign them to the correct individual/department

Warranty issues identified with remedy

Quality issues identified

Log enhancement opportunities in an Aspire Opportunity with appropriate follow-up tasks created

Renewals

In Aspire, prepare pricing, generate proposals, and deliver renewal proposals to all current Maintenance clients. Once the proposal has been delivered, adhere to the follow-up schedule until the proposal has been accepted or declined.Expectations

Renewal rate goal = 95%

Provide renewal proposal and obtain client’s signature according to the following:

Sent to clients

Snow = August

Maintenance = September

Signed by clients

Snow = October

Maintenance = NovemberEnhancement Sales

An Enhancement project is an additional landscape project for a new or existing client that the Maintenance Enhancement Team can perform without the Installation Team’s involvement.

In Aspire, prepare pricing, generate an enhancement proposal, and deliver it to the client. Once the proposal has been delivered, adhere to the follow-up schedule until the proposal has been accepted or declined.Expectations

Revenue Goal = 50% of contract maintenance goal

All proposal follow-ups must be logged in Aspire on the Opportunity recordQuality Control/QSA's

Ensure all contracted services meet or exceed RLG standards and client expectations. Proactively inspect properties and identify problems in the landscape before clients do. Communicate to appropriate parties any problem areas and work to find an immediate resolution. Define a solution that addresses the client's needs and is within budgetary parameters.

Make recommendations regarding qualifying or disqualifying warranty work. Coordinate the completion of warranty work per contract or instructions from the Maintenance Production Manager.Expectations

Visit client properties based on groupings

Complete the appropriate quality site auditSuccess Behaviors

Client-centered and focused

Energetic self-starter demonstrating initiative

Excellent communication and interpersonal skills

Strong organizational and time management skills

Consultative sales approach focused on solving issues for clients

A keen eye for detail

Results and action-oriented

Effective problem-solving skills

Ability to handle adversity

Performs and demands excellent quality in their work and from others

Technically competent and skilled

Must Have

Highly organized

Strong desire to serve

Ability to build relationships that create trust

Outgoing

Nurturing

Observant

Active listener

Inquisitive – ask good questions

Self-starter/managed

Good communicator – verbal/written

Follows processes & procedures

Advocate for the client

Nice to Have

Horticulture knowledge

In field experience (maintenance PHC)

Account management experience

Can’t Have

Negative attitude

Sales first mindset

Me first attitude

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Full-time