Account Manager

Down to Earth•Vero Beach, FL

About The Position

The Maintenance Account Manager manages and grows long-term landscape maintenance relationships by ensuring consistent service delivery, strong customer satisfaction, and contract retention. The role is the primary liaison between clients and field operations, proactively managing accounts to meet contract expectations, resolve issues, and identify opportunities to enhance service value. It plays a critical role in maintaining customer loyalty and driving recurring revenue in a service-driven, field-based environment. The position supports commercial, HOA, or municipal clients and works closely with branch leadership, field supervisors, sales, and enhancement teams. It also supervises the operations team supporting the client portfolio and helps recruit, retain, and develop talent.

Requirements

Bachelor’s degree in landscape management, horticulture, business, or a related field preferred; equivalent experience considered.
3–5 years of experience in account management, customer service, or operations within a service-based industry.
Strong customer service mindset and ability to manage multiple client relationships effectively.
Working knowledge of landscape maintenance practices, service standards, and seasonal requirements.
Excellent written and verbal communication skills.
Strong organizational, problem-solving, and follow-up skills.
Proficiency with CRM systems, Microsoft Office, and basic reporting tools.
Ability to work outside during the summer months.
Valid Florida Driver’s License and ability to pass an MVR check.

Nice To Haves

Experience in commercial landscape maintenance or property services.
Familiarity with recurring service contracts and long-term account management.
Ability to work closely with field crews, supervisors, and branch leadership.
Understanding of service KPIs, quality metrics, and customer satisfaction drivers.
Bilingual English/Spanish skills.
Proven ability to retain accounts and support organic revenue growth through strong relationships.
Minimum 5 years of account management experience in a service industry.
Minimum 2 years of leadership experience.

Responsibilities

Serve as the primary point of contact for assigned landscape maintenance accounts, including commercial, HOA, or municipal clients.
Build and maintain strong client relationships through regular communication, site visits, and proactive service management.
Ensure landscape maintenance services are delivered according to contract specifications, schedules, and quality standards.
Conduct routine property inspections and service reviews, document findings, and coordinate corrective actions with operations teams.
Respond promptly and professionally to client inquiries, concerns, and service requests.
Coordinate with branch leadership and field supervisors to align expectations, schedules, and crew performance.
Support contract renewals by demonstrating value, addressing performance concerns, and maintaining strong customer relationships.
Identify opportunities for service enhancements or scope adjustments in partnership with sales and enhancement teams.
Maintain accurate account documentation, inspection reports, and client communication in CRM or internal systems.
Support client onboarding and ensure a smooth transition from sales to ongoing maintenance service.
Present value-added enhancement proposals to customers.
Supervise the operations team that supports the client portfolio.
Proactively identify, hire, retain, and develop top talent.
Perform other tasks as assigned.