Snow Operations Account Manager

As an Account Manager, you will serve as the main communication point between our operations team and our valued customers. Acting as a liaison, you will ensure that the best interests of both the customer and JC Grounds are represented throughout all interactions and service delivery. Your role will involve building and maintaining strong customer relationships, overseeing pre-season site assessments, assisting in the training of operational staff, managing customer billing, conducting quality control inspections, and providing sales and renewal support during the off-season. Your expertise and dedication to customer satisfaction will be vital in ensuring the successful delivery of our snow/landscape services.

Essential Functions:

Customer Relations

o Manage customer relations for a portfolio of 100-250 acres, ensuring timely and effective communication before, during, and after snowstorms. This includes onsite quality control inspections throughout active winter events and requires 24/7 availability during winter weather.

o Act as the primary point of contact for clients, addressing their inquiries, concerns, and requests promptly and professionally.

o Provide regular updates to clients regarding snow/landscape services, schedules, and project progress.

o Maintain a strong customer service focus, ensuring client satisfaction and fostering long-term relationships.

Pre-Season Site Assessments

o Conduct thorough site assessments before the snow season, including mapping, documentation of site conditions, and customer interactions.

o Collaborate with clients to understand their specific needs and expectations for snow/landscape services.

o Identify potential challenges or obstacles and develop effective strategies to address them.

o Prepare detailed reports and recommendations based on site assessments to ensure optimal service delivery.

Operational Staff Training

o Assist in training new operational staff members on snow/landscape service protocols, safety procedures, and customer interaction guidelines.

o Provide guidance and support to ensure new team members are equipped to meet the company's standards and exceed client expectations.

o Foster a positive and inclusive learning environment that promotes professional development and team cohesion.

Customer Billing Management

o Oversee customer billing processes, ensuring accuracy, timeliness, and adherence to company policies.

o Coordinate with the finance department to address any billing inquiries, discrepancies, or payment issues.

o Maintain organized and up-to-date billing records and documentation.

Quality Control

o Conduct regular on-site inspections to assess the quality of snow/landscape services delivered in real time.

o Identify and document any snow damage, safety hazards, or areas for improvement.

o Collaborate with operational teams to address and rectify any issues promptly before, during, and after winter events

Off-Season Sales and Renewals Support

o Assist the sales team during the off-season by providing support in sales activities, including lead generation, proposal preparation, and client presentations.

o Collaborate with the sales team to renew contracts with existing clients, ensuring high retention rates and customer satisfaction.

o Maintain ongoing communication with clients during the off-season to address any inquiries, concerns, or service updates.

 Requirements:

- Proven experience in customer relationship management, ideally within the snow/landscape industry.

- Strong organizational skills and attention to detail.

- Excellent communication and interpersonal skills.

- Proficiency in computer applications, including MS Office and customer management software.

- Ability to work independently and as part of a team in a fast-paced and dynamic environment.

- Available to work nights, weekends, and holidays as weather dictates

- Valid driver's license and reliable transportation.

Work Environment :

This position will be both office and field based. 

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position is very active and requires standing, walking, bending, kneeling, and working extended hours. The employee must safely enter and exit equipment. The employee must frequently lift and/or move items over 50 pounds. 

 Other Duties :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.