Client Relationship Manager (CRM)

Rine Landscape Group•Columbus, OH

12d

About The Position

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.

Requirements

Highly organized
Strong desire to serve
Ability to build relationships that create trust
Outgoing
Nurturing
Observant
Active listener
Inquisitive – ask good questions
Self-starter/managed
Good communicator – verbal/written
Follows processes & procedures
Advocate for the client

Nice To Haves

Horticulture knowledge
In field experience (maintenance PHC)
Account management experience

Responsibilities

Renewals
New Maintenance/Enhancement Sales
Quality Control/QSA's
Enhancement opportunities
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
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
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.
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.
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.
Visit client properties based on groupings
Complete the appropriate quality site audit