Manager of Account Services

Job Summary:

The Manager of Account Services is responsible for leading, coaching, and holding the Client Relationship Managers (CRMs) accountable to ensure excellent client communication, satisfaction, retention, and growth. The Manager of Account Services works collaboratively with Customer Support and Operations teams.
This role reports to the Director of Client Services and partners closely with Branch Managers, Production Managers, and other internal stakeholders to deliver a seamless client experience.

Core Values:

• Culture of Safety Safety is always job #1
• A Growing Tradition Growing plants, people, finances, and professional expertise
• Employee-Owned Personal pride in success with an owners mentality
• Exceptional Customer Experience Delighting clients with outstanding service
• Good Neighbors Community pride and shared success
• Respectability Treating others as we want to be treated

Duties/Responsibilities:

• Directly manage CRMs, ensuring alignment with company goals, standards, and expectations.
• Provide ongoing coaching, and professional development.
• Ensure consistent execution and accountability in the following CRM responsibilities:
• Client onboarding
• Client Communication Reports and cadence
• Service Recovery
• Customer retention
• At-Risk Accounts
• Renewals & First Impressions
• Enhancement Pipeline
• Group Engagement and Follow-Through
• Drive the creation and follow-up of intentional activities to proactively support CRM-client relationships and service improvements.
• Attend and contribute to weekly and monthly CRM meetings, ensuring CRMs are prepared to lead discussions and take ownership of next-step actions.
• Identify and mitigate client risks while elevating the standard of client service.
• Provides oversight on safety, performance reviews, and career progression
• Serve as a point of escalation and support for high-priority or at-risk accounts.
• Foster collaboration between CRMs and production/sales teams to support enhancements and renewals.
• Deliver and coordinate in-person field training and support, and contribute to special projects
• Performance management and oversight of all CRMs

Required Skills/Abilities:

• Proven leadership and coaching experience, especially with client-facing service teams
• Ability to hold teams accountable while fostering growth and collaboration
• Strong organizational, analytical, communication, and presentation skills
• Capacity to manage structured performance cycles, meetings, and improvement plans
• Proficiency in Microsoft Office Suite; experience with Aspire preferred
• Ability to balance multiple priorities in a fast-paced, service-driven environment
• Strong interpersonal skills with the ability to develop internal and external relationships
• Background in the landscape industry or similar service-based industry preferred

Education and Experience:

• 5 years of experience in Client Relationship Management, Account Services, or a related leadership role.
• Previous experience leading teams, coaching professionals, and managing service accounts.
• Strong background in landscape services, property management, or high-volume customer service preferred.

Physical Requirements:

• Must be able to travel between job sites and attend field and client meetings as needed.
• Prolonged periods of standing, walking, stretching, bending, climbing ladders, kneeling, and pulling.
• Must be able to lift up to 25 pounds at times.
• Must be able to work in a variety of weather conditions.

Benefits Offered

• Paid Time Off
• Holiday Pay
• 401K
• Medical
• Dental
• Vision
• Supplemental Insurance (long & short term disability, critical illness, hospital indemnity, life insurance, accident)
• Employee Discount Program
• Service Awards