Job Description: Director of Account Management
Position Summary
The Director of Account Management builds and leads Premier Service's newly formed Account Management department, made up of Key Account Managers (Class A/A+ accounts) and Account Managers (the broader client portfolio). This is a player-coach leadership role: the Director sets the standard for how every account is managed, hires and develops the team, and owns retention and growth performance across the entire client base - not just the top tier. This role also owns the department's accountability chart, making sure every role has clear ownership and no client-facing responsibility falls through the cracks between teams.
Key Responsibilities
Team Leadership & Development
- Hire, onboard, and develop both Key Account Managers and Account Managers as the department grows.
- Set clear performance expectations and career paths, including the path from Account Manager to Key Account Manager.
- Build and maintain the Account Management accountability chart, ensuring every function has one clear owner.
- Coach the team on client relationship management, proposal development, and retention best practices.
Department Performance
- Own retention and growth results across the full client portfolio, in partnership with the Client Success Team's Class A/A+ targets.
- Set and track performance standards for both Account Managers and Key Account Managers, including retention, response time, and enhancement/upsell metrics.
- Review account assignments regularly to ensure workload, account class, and account complexity are balanced across the team.
- Report department performance to executive leadership, including progress against company-wide retention and portfolio mix goals.
Process & Standards
- Establish consistent processes, templates, and CRM workflows used across both Account Manager and Key Account Manager roles.
- Define the criteria and process for promoting an Account Manager into a Key Account Manager role.
- Partner with Branch Admins to align account management standards with field operations realities.
- Serve as the escalation point for account issues that can't be resolved at the Account Manager or Key Account Manager level.
Cross-Functional Leadership
- Represent the Account Management department on the Client Success Team.
- Partner with the Director of Landscape Sales on new business handoff - how a newly won account is assigned and transitioned into the department.
- Work with specialty service teams (design-build, irrigation, turf health care) to ensure account managers have the support they need to grow accounts.
What We're Looking For
- 10+ years of experience in the landscaping or grounds management industry, ideally in account management, client success, or sales leadership.
- 5+ years of sales management experience, directly managing or leading a team of account-facing or sales professionals.
- A track record of building or scaling a team or department, including hiring and defining career paths.
- Strong operational skills - comfortable building accountability structures, processes, and performance standards from scratch.
- Executive-level communication skills; comfortable reporting performance and strategy to senior leadership.
- Working knowledge of landscape maintenance and related service lines, or the ability to learn quickly.
- Comfortable using a CRM and standard office software (Excel, Word, email/calendar tools).
- A degree in business, horticulture, or a related field is a plus, but relevant leadership experience matters most.
Work Environment
This role splits time between leading the account management team, working directly with senior leadership on department strategy, and occasional client-facing work on the most complex or highest-value accounts. Some travel across Premier Service's western suburbs service area is expected.
What We Offer
- Competitive base salary with performance-based incentives tied to department-wide retention and growth results.
- Company vehicle or vehicle allowance.
- Health, dental, and vision insurance.
- Paid time off and holidays.
- The opportunity to build a department from the ground up, with direct visibility to senior leadership.
