Customer Implementation Manager Jobs in Rohnert Park, CA

C5. COMMERCIAL MAINTENANCE ACCOUNT MANAGER
1. Position description: The Commercial Maintenance Account Manager must be thoroughly familiar
with all aspects of commercial landscape maintenance to include: sales, production, customer service,
estimating, training, etc. The Commercial Maintenance Account Manager oversees all interaction
with the customer and keeps his/her informed as to all aspects of the maintenance process. The
Commercial Maintenance Account Manager grooms the relationship with the client while interfacing
with company production and accounting personnel, and interfaces with subcontractors and vendors
as required throughout the maintenance process. The Commercial Maintenance Account Manager is
also responsible to conduct monthly walk-throughs with the client, resolve any issues discovered
therein, follow through to ensure that all issues are resolved to the satisfaction of the client, and
ensure all change orders/enhancements are billed properly.
2. Reports to: The Commercial Maintenance Account Manager reports directly to the General Manager,
CEO/President.
3. Skill set and educational requirements: The Commercial Maintenance Account Manager must
possess the following skill set and educational background:
A. Minimum of five years of experience in landscape maintenance.
B. Have an associate's degree (preferably in the Green Industry).
C. Be a Certified Landscape Professional (CLP) and a Certified Landscape Technician (CLT).
D. Able to manage between $800,000 and $1,600,000 in maintenance accounts annually.
E. Able to effectively train field crew members.
F. Possess a valid driver's license and must be insurable on company's insurance policy.
G. Have a clean criminal record.
H. Possess excellent computer skills.
I. Proficient in or able to learn customer relationship management (CRM) software, Aspire System.
J. Proficient in both oral and written communication.
K. Bilingual in Spanish and English.
L. Proficient in MS Word and MS Excel.
M. Proficient in typing and capable of typing 30 WPM with fewer than three mistakes.
N. Able to represent the company in a courteous and professional manner.
4. Responsibilities:
A. Oversees and manages $800,000 to $1,600,000 of commercial maintenance accounts annually.
B. Sells approximately 25% of account contract amount in enhancements.
C. Processes all enhancements and ensures that they are priced and processed correctly.
D. Prepares all bids/proposals for enhancement work (Irrigation, Tree Work, Etc...)
E. Develops new business/accounts and prepares bids for the same for the General Manager or CEO
to review.
F. Reviews all bids/proposals with General Manager or CEO for accuracy and marketability.
G. Presents all proposals/documents to client.
H. Closes sale and coordinates job specifics with accounting personnel.
I. Interfaces with client and ensures that all of client's concerns are addressed in a timely and
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professional manner.
J. Conducts monthly walk-through with client, identifies and documents any/all discrepancies (Site
Audits in Aspire).
K. Provides written monthly report and files in customer file using Aspire.
L. Ensures that jobs are kept on schedule.
M. Ensures that jobs are at or under budget.
N. Interfaces with subcontractors to ensure timely and accurate completion of their work.
O. Interfaces with suppliers to ensure timely and accurate delivery of job materials.
P. Interfaces with company Production Manager to ensure client's expectations are met and that jobs
are kept on schedule and on budget.
Q. Ensures that company production standards are met.
R. Ensures that all safety procedures are followed and reports any unsafe conditions to supervisors.
S. Ensures all accidents are properly documented and reported immediately.
T. Ensures all workers' compensation insurance claims are properly documented and reported
immediately.
U. Ensures that all equipment is operated in a safe and proper manner.
V. Ensures that all equipment is maintained properly and preventatively maintained (PMD) daily.
W. Evaluates equipment utilization and makes recommendations for future purchases.
X. Ensures that vendor invoice pricing is accurate and as bid.
Y. Ensures that job cost reports are properly analyzed and disseminated.
Z. Thoroughly understands and complies with company policies, procedures, and SOPs.
AA. Assists in the development and implementation of the company's strategic plan.
BB. Assists in the development, implementation, and achievement of the company's annual budget
goals.
CC. Assists in the development and implementation of the company's new business development
plan.
DD. Assists in the development and implementation of the company's training goals.
EE. Assists in the development and implementation of the company's marketing plan.
FF. Is certified in CPR and First Aid.
GG. Continuing education requirement: minimum of 20 hours per year.
5. Salary, bonus, and/or commissions: Commensurate with experience ($75,000 per year).
6. Appraisal criteria: The primary appraisal criteria for the Commercial Maintenance Account
Manager is to manage between $800,000 to $1,600,000 of commercial maintenance accounts
annually, to sell approximately 25% of account contract amount in enhancements, and to do so
profitably while keeping the CEO, Owner(s), or GM apprised regarding the status of all on-going
accounts.
7. Success factors:
A. Is a high-energy individual capable of managing $800,000 to $1,600,000 of commercial
maintenance accounts annually.
B. Is organized in all areas (personal office space, field operations, company yard space, job sites,
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etc.).
C. Leads by example.
D. Presents himself or herself in a professional manner.
E. Initiates action when needed.
F. Is self-motivated.
G. Requires minimal supervision.
8. Individual profile:
A. A self-starter.
B. Action- and results-oriented.
C. Excels at coaching and building a team.
D. Excels at leading and managing.
E. A multi-tasker.
F. Prone to act more than analyze.
9. Professional attitude:
A. Customer-service oriented.
B. Enjoys coaching and building a team of professionals.
C. Displays a positive, "can-do" demeanor.
D. Encourages, assists, and supports fellow staff members.
E. Requires minimal supervision.
F. Desires to grow professionally and seeks to improve personal skill set.
G. Seeks out other professionals with whom to network.
H. Is punctual and energetic.
I. Accepts and appreciates correctional input/feedback from fellow staff members.
J. Enjoys working with and contributing to a team.
K. Maintains high professional standards for neatness, discipline, self-control, and organization.
L. Is not moody, belligerent, narcissistic, a loner, vindictive, mean-spirited, etc.
10. Potential career path:
A. Maintenance Manager.
B. Operations Manager.
C. General Manager.