The Senior Residential Account Manager is responsible for creating and protecting a level of homeowner trust that goes far beyond basic account service. This role is built on alignment. The right person will understand what the customer wants before they fully articulate it, recognize the standards and aesthetic the homeowner is trying to preserve, and consistently use our client's company as the vehicle to deliver that outcome.
This is not a transactional account management role; it is a stewardship role. The Senior Residential Account Manager must build strong, lasting relationships through attentiveness, professionalism, judgment, and execution. The homeowner should feel that their property is being overseen by someone who understands their expectations, notices what others miss, follows through without being chased, and protects the quality, appearance, and long-term care of the landscape.
The right candidate will be highly detail oriented, intuitive, personable, and disciplined on standards. They must combine strong communication skills, aesthetic awareness, horticultural knowledge, and personal ownership in a way that creates peace of mind for the homeowner and confidence in our client's organization. At its best, this role creates a level of trust where the customer sees the Account Manager as indispensable to preserving the property and the overall landscape experience.
Our client is one of a very limited number of companies capable of delivering at this level. The Senior Residential Account Manager plays a critical role in making that value visible every day through property oversight, proactive communication, excellent follow-through, and a highly aligned customer experience.
Required Key Attributes for Position Success:
1. Professional Presence and Credibility
This person must be polished, composed, well spoken, and highly presentable. In a high-end residential setting, they are a direct reflection of our client's organization and must consistently create confidence, comfort, and peace of mind for the homeowner. Their presence, communication style, and judgment must reassure the customer that their property is being managed by someone capable, thoughtful, and trustworthy.
2. Relational Intelligence
This role requires more than being personable; it requires the ability to read people well, understand preferences, interpret unspoken expectations, and build trust quickly without overstepping boundaries. The right candidate knows how to create a close and durable relationship through attentiveness, consistency, and professionalism while maintaining loyalty to our client and the integrity of the role.
3. Customer Alignment and Stewardship
The Senior Residential Account Manager must think like a steward and operate as an advocate for the homeowner's desired outcome. The homeowner should feel that this person understands what they want, how they want it, and why it matters, often before they need to say it. This role is not about pushing what is easiest for the business. It is about using our client's organization as the tool to deliver the result, experience, and confidence the homeowner ultimately wants and expects.
4. Detail Intuitiveness and Standards Discipline
This role requires someone with an unusually sharp eye and a naturally high sensitivity to detail. They must notice what is off, what is missing, what does not fit, and what could diminish appearance, health, or presentation of the property. The right person is exceptionally detailed attentive, highly standards driven, and unwilling to let quality drift. They are warm with people, but firm on execution.
5. Horticultural and Property Knowledge
The Account Manager must have a strong working knowledge of horticulture, plant health care, plant identification, seasonal performance, cultural requirements, and common residential landscape issues. This technical awareness gives them credibility with the homeowner and allows them to make sound recommendations that protect both the beauty and long-term health of the property.
6. Ownership and Follow Through
The Account Manager must take real ownership of the property, the relationship, and the details that protect both. It is not enough to notice an issue; they must ensure it is communicated, acted on, and carried through to completion. The right candidate closes loops, follows through with urgency, and does not allow important matters to fall through the cracks. This is the difference between someone who observes and someone who truly manages.
Core Responsibilities
- Serve as the primary point of contact for assigned residential accounts and maintain strong, trust based relationships through consistent, professional communication.
- Develop a deep understanding of each homeowner's preferences, expectations, aesthetic standards, and property priorities in order to create a highly aligned service experience.
- Conduct regular property reviews to assess overall landscape condition, service quality, plant health, presentation, seasonal needs, and opportunities for improvement.
- Identify and address issues before they are raised by the homeowner, including quality concerns, presentation gaps, plant performance issues, drainage concerns, safety issues, and other property related observations.
- Coordinate closely with field teams, operations leadership, enhancement teams to ensure work is executed properly and in accordance with our client's standards.
- Communicate clearly and proactively regarding property conditions, recommendations, service updates, seasonal needs, and follow up items through in person meetings, email, phone, and text.
- Document important property observations, requests, service concerns, action items, and follow up steps in a timely and organized manner.
- Make thoughtful recommendations related to horticulture, plant health care, pruning, seasonal color, enhancements, and landscape improvements that protect or elevate the property.
- Ensure all open items, service issues, and concerns are followed through to completion with a strong sense of urgency and accountability.
- Protect account retention, confidence, and long-term account value by consistently delivering a high level of oversight, communication, and stewardship.
Preferred Skills
- Exceptional interpersonal skills with the ability to build trust quickly and maintain confidence with discerning residential homeowners.
- Excellent written and verbal communication skills with the ability to communicate clearly, professionally, and calmly in all situations.
- Strong horticultural knowledge including plant identification, plant health awareness, seasonal care requirements, and common landscape challenges.
- Strong aesthetic judgment with the ability to recognize subtle quality issues that affect the appearance and feel of a residential property.
- Strong organizational discipline with the ability to manage multiple properties, priorities, and follow up items at one time.
- High attention to detail with the ability to recognize issues early and act decisively.
- Ability to work effectively with field teams and internal departments to ensure work is carried out correctly and expectations are met.
- Comfort using mobile technology, property documentation tools, photos, notes, and account management systems to support communication and follow through.
- Strong problem-solving ability with a bias toward action, clarity, and accountability.
- Professional maturity with the ability to maintain strong relationships while protecting our client's standards, boundaries, and long-term interests.
Required Qualifications
- 5+ years of progressive experience in residential account management, residential landscape management, horticulture, plant health care, or a closely related customer facing landscape role.
- Demonstrated success managing high expectation residential relationships with professionalism, responsiveness, and attention to detail.
- Strong working knowledge of residential landscape maintenance, horticulture, plant materials, and common plant health or presentation issues.
- Proven ability to identify service issues, communicate recommendations clearly, and coordinate follow through across internal teams.
- Experience balancing communication, field coordination, documentation, and quality oversight across multiple residential properties.
- Valid driver’s license with acceptable driving record preferred.
Position Requires:
- Completion of Driver License Abstract is required prior to employment commencement.
- Ability to travel locally as needed for meetings, property visits, site reviews, and service follow up.
- Ability to walk properties regularly and inspect landscape conditions in outdoor environments during varying seasonal conditions.
- Ability to maintain professionalism, confidentiality, and appropriate boundaries while building strong relationships.
Compensation:
- Base Salary: $95,000 - $110,000 commensurate with experience
- Performance-Based Incentives
- Comprehensive Benefits Package
This role offers a competitive base salary commensurate with experience, horticultural knowledge, account management ability, and overall fit for the position. In addition, the Senior Residential Account Manager may be eligible for performance-based incentive compensation tied to account retention, satisfaction, enhancement development, quality execution, and overall contribution to the growth and protection of the residential account portfolio. Our client also provides a comprehensive benefits package, including health benefits, retirement plan options, paid time off, and other applicable employee benefits.
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