Account Manager (Administrative)

POSITION: Account Manager
DIVISION: Commercial Maintenance
REPORTS TO: Customer Relations Manager
FSLA STATUS: Exempt

ABOUT US
Michael Hatcher & Associates has provided commercial landscape services in the mid-south since 1986. We specialize in commercial landscape installation and maintenance, including irrigation, with a service portfolio that includes professional and medical offices, retail centers, industrial complexes, multi-family developments, and homeowner association communities. We also deliver lawn care fertilization and weed control via the customer-facing brand Master Lawn.

Our commitment to quality is driven by three Core Values: Integrity, Teamwork, and Excellence, and nine Winning Behaviors. Whether dealing with our customers or teammates, we strive to Tell the Truth, Do the Next Right Thing, and Love, Respect and Protect. We endeavor to perform our work with a Positive Can-Do Attitude, allow ourselves to Coach and Be Coached, and make time to Celebrate and Have Fun. We also Expect to Win, encourage one another to Own Your Outcomes, and promise to Deliver on Commitments. From crew members and technicians to support staff and senior leadership, this culture concept is shared by our talented team at every level which has led to our long-term success.

ABOUT THE ROLE
As a Commercial Maintenance Account Manager, you will be the face of the company to our customers and enhance the customer relationship for contracted accounts within the landscape management division. You will clearly communicate contract specifications to production management and work in conjunction with production to perform services in a profitable manner. You will be responsible for necessary follow-up and follow-through to maintain positive customer relations, to ensure complete customer satisfaction and contract renewals. You'll also suggest and sell non-contracted landscape management services to both meet the needs of property, increase customer satisfaction, and gain additional revenue for the company.

ESSENTIAL JOB FUNCTIONS

Develop strong positive relationships with customer base based upon clear and frequent communication, mutual trust, and ability to meet the customer needs. Develop win-win opportunities for the customer and the company.
Proactively manage properties by inspecting and locating problems in the landscape before the customer brings them to our attention and then communicate problems to customers. Define a resolution that is within customers' needs and budgetary parameters.
Frequent, effective, professional, and timely communication with customers. Provides candid feedback on customer relationship and the customer's perceptions of the product and service being provided, to maximize customer retention.
Monitor activity of crews and works closely with production staff regarding scheduling, quality, and customer service. Assure all contracted services provided are of excellent quality and completed in a timely fashion. Communicate to appropriate parties any problem areas and work to find immediate resolution.
Maintain job costs per guidelines and assist in meeting profitability goals.
Immediately report any jobs deviating from budgets of time, schedule, cost, or any other factor so appropriate adjustments can be made to maximize end result.
Make recommendations regarding qualifying or disqualifying warranty work. Coordinate completion of warranty work per contract and/or instructions from Sr, Account Manager.
Maintain a high level of good housekeeping and care of company assets in the field, vehicles, shop, field offices and customer worksites.
Prepare and present proposals in a complete and professional manner according to company standards. Follows-up on hard bids and offers value engineered solutions to customers.
Respond to all inquiries and requests for bid in a timely manner.
Assist in measuring properties and contract renewal
Maintain complete customer and market awareness. Know where opportunity exists for improved customer service to current and prospective customers and opportunities for additional market penetration
Maintain complete understanding of all contractual obligations and customer preferences and effectively communicate to production staff.
Support production in maintaining a safe working environment.
Monitor performance of work crews on assigned properties. Communicate with production any needs for training, discipline, and process improvement. Support and assist production in achievement of necessary steps.
Support and participate in the development, implementation, and refinement of departmental best practices in all areas of field operations and safety.
Effectively communicate with production regarding production costs. Work with production to develop strategies and ensure pricing will maintain or exceed targeted profit margins.
Proactively identify potential problems within production and find resolution to minimize damage/risk or possibly create unforeseen opportunity for gain.
Develop long-term life-cycle property management plans to meet customers projected needs and enhance overall quality of service.
Seek and architect opportunity for enhancements and project upgrades that are consistent with customer preferences and promote revenue growth for the company.

ABOUT YOU
Qualifications

Bachelor's degree preferred.
2-3 years related industry experience.
Will be required to obtain relevant industry certifications within 12 months.

Special Skills, Knowledge, and Abilities

Energetic self-starter and demonstrates initiative
Excellent communication and interpersonal skills
Excellent organizational and time management skills
Ability to present an effective sales presentation - written and verbal
Keen eye for detail requirements of estimating and preparing proper bid
Ability to lead and inspire others
Results and action oriented
Sales and growth oriented
Profit driven - seeks ways to cut costs, improve efficiency and increase margins
Effective problem-solving skills, ability to handle adversity
Performs and demands excellent quality in work
Service and teamwork oriented
Customer centered and focused
Focus on learning and self-development
Technically competent and skilled
Must maintain regular and reliable attendance at a level acceptable to the company, including the ability to work overtime, holidays, evenings, or weekends as necessary.
Extensive driving within the Memphis Metropolitan area.
Must be capable of working outdoors and visiting job sites on a regular basis.
Drive the company vehicle in a safe and competent manner, following company safety policies and local, state, and federal laws and regulations for the operating of such vehicle.
Be able to operate equipment in a safe and competent manner and in accordance with all local, state, and federal laws and regulations.

PHYSICAL ASPECTS OF THE JOB
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Physical demands are essentially those of sedentary work, and tasks may require extended periods at a keyboard or workstation. However, while carrying out the responsibilities of this job, the employee must be able to:

regularly stand, walk, sit, bend, and squat; kneel; use hands to handle, control, or feel objects
talk or hear, understand, and distinguish speech and other sounds

In addition:

While performing the duties of this job, the employee will regularly be required to walk significant distances on uneven ground and to work outside in all weather conditions.
The employee will regularly be required to climb a ladder or other structure, reach above their head, and lift or push up to 15 pounds.
Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.
The stress level is moderate.
The noise level in the work environment is moderate to loud.

EQUAL OPPORTUNITY EMPLOYER:
Michael Hatcher & Associates is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
If you are passionate about safety and are ready to make a significant impact, we encourage you to apply!