Client Success Specialist

Client Success Specialist – Build & Nurture Lasting Client Partnerships About Encore Landscape Management

• Named one of the 2025 Best Places to Work by Lawn and Landscape Magazine
• One of the fastest-growing full-service commercial landscape companies in the Southwest

We're looking to grow our Client Success Specialist team in Phoenix and Las Vegas.

As a Client Success Specialist, you'll own a portfolio of client accounts as their primary point of contact and trusted advisor. You're responsible for building strong partnerships that drive retention and growth, ensuring every client receives exceptional service that keeps them coming back year after year.

Your day-to-day involves client check-ins, proactive problem-solving, coordinating with Maintenance Quality Specialists and field teams to ensure flawless service delivery, and identifying opportunities to grow accounts. You're the bridge between our clients and our operations, making sure communication flows smoothly and every property looks its best.

If you're a natural relationship builder who thrives on problem-solving, loves connecting with people and delivering amazing customer experiences, and takes pride in turning satisfied clients into long-term partners, this role is for you.

This is a position requiring regular travel to client sites and participation in client-related events and initiatives.

• Manage your portfolio of assigned client accounts as their primary point of contact
• Build and maintain strong relationships with key client contacts and decision makers
• Conduct regular check-ins and relationship meetings to ensure satisfaction and address concerns proactively
• Identify and address potential service issues before they impact client satisfaction
• Respond promptly to client inquiries and concerns with professional, solution-focused communication
• Maintain detailed client interaction records and relationship history in CRM system

• Coordinate with operations teams to ensure consistent, high-quality service delivery across all client properties
• Work with Maintenance Quality Specialists to address quality concerns and ensure property standards are met
• Collaborate with Maintenance Operations Managers on scheduling, service delivery, and resource allocation
• Partner with Arbor Specialists and Enhancement Specialists on specialized service delivery and client communication
• Support property walks with Maintenance Quality Specialists when needed to address quality issues or client requests
• Ensure timely resolution of service delivery issues and client concerns

• Monitor client satisfaction metrics and implement retention strategies for your assigned accounts
• Identify opportunities for account expansion and additional service offerings
  
  Collaborate with Enhancement Specialists, Arbor Specialists, and operations teams to develop client growth proposals
• Coordinate with Business Development Manager on upselling and cross-selling opportunities
• Develop and implement client success plans to maximize retention and growth potential
• Track and report on client retention metrics and satisfaction scores
• Serve as primary communication liaison between clients and internal operations teams
• Facilitate clear communication on service delivery schedules, changes, and special requests
• Escalate complex service issues to Client Success Manager and operations leadership as needed
• Coordinate with operations teams to resolve client concerns quickly and effectively
• Provide regular service delivery updates and communication to clients
• Use Slack for all internal communications and coordination with operations teams

• Maintain accurate client account records, service history, and relationship documentation in CRM system
• Use Google Workspace for client communications, reporting, and account management activities
• Provide regular account status reports and client feedback to Client Success Manager
• Work with Business Development Representatives on client referrals and growth opportunities
• Participate in client onboarding processes, ensuring smooth…