What are the responsibilities and job description for the Client Relations Manager position at Landscapes by Terra, Inc.?
Title: Client Relationship Manager
Supervisor: Property Care Division Manager
Department: Production: Property Care
Classification/Type: Exempt
Salary/Hourly Range: See Compensation Letter
Schedule: Monday – Friday 8AM-4PM (hours adjust by client & team needs)
Our Story:
Landscapes by Terra is an American Dream story. Our founders and owners, Mindy and Jeff Stroupe began a small landscape business out of their garage just out of college. 30 years later, their dream has become a reality. Today, through hard work, determination, and plenty of trial and error, Landscape by Terra has become Central Ohio’s premier residential design/build company for creative high quality outdoor spaces.
Our Culture:
At Landscapes by Terra, we believe our homes are the most important places for us to enjoy and create lasting memories with those we love. This is because creating beautiful outdoor spaces enhances our enjoyment of family and friends. We value home, friends, and family for both our clients and our employees. This is why we seek to hire highly skilled, experienced, and team-oriented people and continue to invest in them to ensure they thrive.
Our Values / Your Values:
Dedication
You carry out our mission with integrity & devotion
Innovation
You create & embrace advanced & original ideas
Responsibility
You are dependable & honor our commitments
Encouragement
You give support & confidence to one another
Collaboration
You come together to work
Trustworthy
You can be relied on
Position Summary:
The Client Relationship Manager nurtures and manages client relationships to ensure high levels of customer satisfaction, retention, and loyalty. The role will work closely with clients to understand their needs, provide tailored solutions, and act as a liaison between the client and Landscapes by Terra. The primary goal of the Client Relationship Manager is to actively engage maintenance clients to provide the highest level of professionalism toward retaining and expanding the relationship. The role also works collaboratively with Sales and Design Build to identify client cross selling opportunities.
Core Skills:
- Customer Service
- Collaboration
- Communication
- Decision Making
- Goals Execution
- Organization
- Time Management/Multi-Tasking
- Plant ID, Use & Care
- Microsoft 365/Industry Technology (LMN Required)
Responsibilities:
- Client Engagement: Build and maintain strong, long-lasting relationships with clients by understanding their needs and challenges.
- Communication: Serve as the main point of contact for clients, ensuring timely and effective communication regarding project status, feedback, and queries
- Relationship Development: Identify and capitalize on opportunities for account growth and diversification, fostering an environment of trust and partnership.
- Feedback and Improvement: Gather client feedback and communicate insights to internal stakeholders to drive service improvements and/or enhancements
- Service Excellence: Coordinate with internal teams to ensure that clients receive high-quality and consistent service delivery in accordance with company standards.
- Problem Solving: Address client inquiries and resolve issues swiftly and effectively, acting as an advocate for both the client and the company.
- Reporting and Analysis: Monitor client satisfaction metrics and prepare regular reports for senior management to inform business decisions and strategies.
- Contract Management: Oversee the contract management process, including negotiating renewals and ensuring compliance with service agreements & to include subcontractors
- Market Awareness: Stay informed about industry trends, competitor activities, and client-specific developments to identify potential business risks and opportunities.
- Training and Support: Provide onboarding and continuous education to clients on products or services to enhance user experience and satisfaction.
- CRM: Ensure accurate, relevant, and timely data capture maintaining LMN database with up to date client information including contracts and analyzing and reporting as required
Experience/Requirements:
- Degree in Agribusiness, Horticulture or Business Management (Preferred) or related industry related experience
- 3 years of client relationship experience with high growth $1MM company
- Proven track record of managing multiple clients and successfully achieving client retention goals.
- Valid driver’s license (less < 2 points)
- Bilingual in English & Spanish (Preferred)
Physical Requirements:
- Lifting, pulling, &/or pushing 50 pounds
- Sitting, Standing, climbing &/or walking 8 hours or more per day
- Navigate diverse terrains
- Work in all seasons & climate conditions
- See within the normal visual range with or without correction
- Hear within the normal audio range with or without correction
