NHS Human Services, Inc.

As the Account Manager,

you will be proactively managing the day-to-day operations, scheduling, and physically performing maintenance tasks.

You will

report directly to Keone Kealoha, Branch Manager, however, you will work with various associated contacts specific to your job sites (but not limited to) clients, property managers, owners, etc. This position requires satisfactory completion of a DMV Motor Vehicle Record (MVR) report. As the landscape maintenance continues you shall also be responsible and accountable to perform such duties but not limited to:

Responsibilities:

Safety - Create a Zero-Harm Work Environment:

• Ensure compliance with national, local, and organizational health and safety regulations and policies.
• Uphold, promote, and monitor the safety culture created by the Branch Manager, ensuring a safe working environment. Ensure proper PPE use through regular inspections. Conduct regular safety meetings and implement safety training programs.
• Investigate and report any assigned incidents or accidents, taking appropriate corrective actions, and working toward a zero-harm workplace.

Portfolio Performance:

• The Account Manager is responsible for the management of a landscape maintenance book of business with $1,500,000 - $2,000,000+ of Annual Contract Value (ACV).
• Handle the operational lifecycle of client contracts, from New Customer On-boarding through ongoing Service and Property improvements.
• Regularly e valuate actual contractual maintenance financial performance compared to estimates/budgets (hours, materials and subs); organize the team to problem-solve irregularities and improve performance.
• Monitor Ancillary project costs and budgets, ensuring profitability and cost-effectiveness.
• Actively address Accounts Payable issues, billing disputes or discrepancies with the customer in a professional and timely manner.

Customer Relationship Management:

• Serve as the primary point of contact for assigned client accounts, developing and nurturing strong, trust-based relationships.
• Understand the contract, client needs, preferences, and goals, and align our services to meet their requirements.
• Communicate proactively, and conduct regular meetings with clients to provide updates, address concerns, and identify areas for improvement.
• Actively seek client feedback and take proactive measures to enhance client satisfaction and loyalty.

Ancillary Sales:

• The Account Manager is responsible for meeting branch-defined monthly and annual Ancillary Sales targets.
• Demonstrate your landscaping expertise and our partnership on our clients properties by proactively identifying and proposing Safety, Functionality, and Aesthetic based Ancillary sales consisting of Enhancement, Irrigation and Tree services.
• Effectively estimate the costs of performing the desired work and create proposals that target our clients' needs and expectations and are priced fairly, and ensure our operational teams are profitable.
• Review and approve completed work and client invoices, ensuring accuracy and timely billing.
• Stay updated on industry trends, competitors, and market conditions to provide valuable insights.

Job Quality:

• Clearly understand contract and customer expectations of landscape quality and the high priority areas on each contract site.
• Communicate, train, coach the operational team and ensure execution to these standards.
• Regularly conduct Job Site Quality Audits, evaluating the crews performance on basic Landscape Maintenance tasks, and the individual requirements or expectations of the site; organize the team to problem-solve irregularities and improve performance.

Contract Renewals and Retention:

• Actively seek to retain the clients we want by egularly reaffirming the customers experience.
• Encourage clients to take part in the annual customer satisfaction survey; digest, respond to, and ensure quick actions are taken on identified action items.
• Immediately notify branch leadership when there are relationship challenges (Voluntary or Involuntary) that may put the Job in Jeopardy.
• Provide updates on action items being taken to return the customer and contract to Green Job Health.
• Assemble an annual packet to review the past year's performance, and work with branch leadership to propose the renewal contract, with appropriate price increases, to the client and secure the renewal.

Team Collaboration:

Actively participate in all branch operation activities, meetings and needs, from daily and weekly operational huddles/meetings, to taking on additional assigned duties that help the entire branch perform at a top level.

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