Now Hiring - The Narrow Lane landscape Company - Professional Services Account Manager in Needham Heights, MA

Full description of the position

Do you thrive on relationships, build trust effortlessly, and follow through like clockwork? Are you the type who notices what others miss -- a patchy irrigation zone, a messy crew truck, or a client's unspoken concern? If you love being the face of service, thrive in fast-moving environments, and take pride in quality from first connection to final invoice -- we're looking for you. About the Role We're hiring a Residential Landscape Account Manager to oversee a book of high-end gardening and full-service maintenance clients. You'll be their trusted advisor -- keeping them up to date, solving problems, and creating memorable service experiences that keep clients coming back (and telling their friends). This is a relationship-forward, detail-driven position for someone who can manage expectations, connect relationally, and details -- all while delivering white-glove communication and care. Core Responsibilities 1. Client Relationships & Experience * Be the primary point of contact for a portfolio of residential clients. * Follow up on every request -- quickly, clearly, and thoroughly. 2. Quality Control & Service Execution * Partner with field teams to ensure services meet client expectations and company standards. * Document issues and drive timely resolution with field teams. * Be the internal advocate for the client and the external advocate for the crew. 3. Enhancements & Upselling * Identify opportunities for seasonal enhancements, upgrades, or design add-ons. * Build scopes and pricing, and walk clients through options. * Close proposals and coordinate smooth execution. 4. Communication & Coordination * Track all touchpoints, updates, and client requests in the CRM. * Schedule services, site visits, and follow-ups with clarity and care. * Keep internal stakeholders aligned and informed -- no surprises. 5. Book Health & Reporting * Maintain a healthy book of recurring clients and enhancement revenue. * Track margins, upsell conversion, and client retention KPIs. * Proactively flag at-risk accounts and service issues. Ideal Background * 2-4 years in landscape, property management, or high-touch service roles. * Strong knowledge of landscape maintenance services and terminology. * Exceptional communication and follow-through -- both verbal and written. * Experience working with crews, clients, and contractors. * Proficiency in scheduling tools, CRMs, and basic tech platforms. You 'll Love This If You * Think client satisfaction isn't a department -- it's your personal mission. * Are naturally detailed, intuitive, and two steps ahead. * Are energized by people, but grounded by process. * Love keeping tabs on all the moving pieces (and hate letting anything drop). * Take pride in building long-term trust through action, not just promises. Job Type: Full-time Pay: $55,000.00 - $75,000.00 per year Benefits: * 401(k) * Employee assistance program * Paid time off Experience: * Sales: 2 years (Required) * Horticulture: 2 years (Required) License/Certification: * Driver's License (Required) Work Location: In person