Client Relationship Manager

Client Relationship Manager (CRM) Job Description and Duties

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)

• Client Interface/Owns client experience
• Quality Control/QSA's
• Renewals
• New Maintenance/Enhancement Sales
• Enhancement opportunities

Duties

Client 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 efforts

Expectations - 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

Quality 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.

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 = November

Expectations

• Visit client properties based on groupings
• Complete the appropriate quality site audit

Enhancement 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 record 

Success 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