Account Manager Main Responsibilities
1. Maintaining and growing relationships with assigned customers
Maintaining the relationship with accounts - resulting in no cancellations due to lack of service or communication
Maintaining a strict 24 hour response cadence with all customers that come in
Conducting regular and scheduled CARE calls with assigned customers - assuring that the customers expectations are being met and utilizing the time to see what else they may need in the way of upsells and/or future installs. CARE calls are to be scheduled out and preplanned at a regular cadence
2. Identifying and pursuing up-sell in the form of enhancements or future projects - Growing the portfolio of existing business with existing accounts.
Enhancement Sales – Drive 15 to 17% of enhancement dollars in relation to the agreement
(contract) amount, via service add-ons. For example, a customer agrees to mow and fertilize services. Over time the Account Manager shows the value of having flowers in front of the home.The service is rolled into the agreement for the next year enhancing the value of the
Portfolio.
Project Sales - When a potential project has been identified AM is to pass to sales team in a timely manner
3. Managing the performance of services while effectively controlling costs and overseeing route efficiency.
Overseeing that the crew does not exceed 125% of the time allotted
Keeping historic data on account and crew that consistently fail or succeed at meeting the bar
Providing coaching, training where and when needed - maintaining appropriate accountability fo with Crew leads
Functional Crew Training – Train crew in proper equipment use, such as how to properly
operate a mower or skid steer.
Having EOD meetings with crew leads at a regular cadence to deep dive into “problem accounts” and praise successes
Making sure of Quality Assurance - utilizing Phil as Q.C. - making sure you are getting regular reports from the field
Overseeing the acquisition of talent for both crew members and crew leads
Integrating new accounts into routes as seamlessly as possible with minimal interruption to current routes
4. Weekly Account Performance Review Meetings with the Operations Manager
These meetings keep the Ops Manager informed, resolve blockers, and ensure accountability for production rates, renewals, and overall portfolio health.
• Outstanding issues (such as Evaluation calls or clients not renewing their recurring services contract) and the Recurring Services Tracking Sheet
• An evaluation of the production rate based on revenues of the crew based-off of the ASPIRE Schedule
• Discussion of the crew tracking sheets
• An evaluation of the production rate based on revenues of the crew based-off of the Schedule Board
