Client Relationship Manager (CRM) at Rine Landscape Group

Job DescriptionJob DescriptionClient Relationship Manager (CRM) Job Description and Duties Job DescriptionThe 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)RenewalsNew Maintenance/Enhancement SalesQuality Control/QSA'sEnhancement opportunitiesClient Interface/Owns client experienceDutiesClient Interface/Owns Client ExperienceDevelop 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 MaintenancePrepare and present proposals professionally, adhering to company standardsEnsure all proposals are prepared and approved prior to client presentationsRespond 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 opportunitiesAggressively pursue all open proposalsMaintain the Aspire database of current, prospective, and past clients to support marketing and sales effortsExpectations - Onsite expectations for client propertiesProperly document each visit in Aspire, including:Arrival timeSite Audit resultsProperly document issues and assign them to the correct individual/departmentWarranty issues identified with remedyQuality issues identifiedLog enhancement opportunities in an Aspire Opportunity with appropriate follow-up tasks created RenewalsIn 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.ExpectationsRenewal rate goal = 95%Provide renewal proposal and obtain client’s signature according to the following:Sent to clientsSnow = AugustMaintenance = SeptemberSigned by clientsSnow = OctoberMaintenance = NovemberEnhancement SalesAn 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.ExpectationsRevenue Goal = 50% of contract maintenance goalAll proposal follow-ups must be logged in Aspire on the Opportunity recordQuality Control/QSA'sEnsure 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.ExpectationsVisit client properties based on groupingsComplete the appropriate quality site auditSuccess BehaviorsClient-centered and focusedEnergetic self-starter demonstrating initiativeExcellent communication and interpersonal skillsStrong organizational and time management skillsConsultative sales approach focused on solving issues for clientsA keen eye for detailResults and action-orientedEffective problem-solving skillsAbility to handle adversityPerforms and demands excellent quality in their work and from othersTechnically competent and skilled Must HaveHighly organizedStrong desire to serveAbility to build relationships that create trustOutgoingNurturingObservantActive listenerInquisitive – ask good questionsSelf-starter/managedGood communicator – verbal/writtenFollows processes & proceduresAdvocate for the client Nice to HaveHorticulture knowledgeIn field experience (maintenance PHC)Account management experience Can’t HaveNegative attitudeSales first mindsetMe 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.