The Account Director (AD) is responsible for the operational performance, client experience, and financial outcomes of an assigned portfolio of client accounts. This role leads delivery through influence, coordination, and accountability across cross-functional teams, including field leadership, service partner management, and operational support. The AD ensures consistent execution of pre-season planning, in-season service delivery, and post-season closeout while driving client retention, portfolio growth, and operational excellence aligned to the organization's Client-Centric Delivery Model. Client Portfolio Ownership - Serve as the primary operational leader for assigned client accounts.
- Ensure delivery consistency across snow, landscape, and exterior services.
- Drive client satisfaction, retention, and long-term partnership growth.
- Lead executive-level client communication and operational reviews.
- Anticipate risks and resolve complex service or relationship challenges.
Operational Performance & Execution - Coordinate with field leadership to ensure service execution meets client expectations.
- Oversee preseason readiness, in-season performance, and postseason recovery across the portfolio.
- Monitor KPIs, SLAs, quality metrics, and corrective action plans.
- Ensure emergency response readiness and continuity during weather or event-driven operations.
- Champion best practices, standardization, and continuous improvement initiatives.
Financial Accountability - Own revenue, margin, and cost performance for assigned accounts.
- Review estimates, cost controls, staffing models, and profitability drivers.
- Identify opportunities for efficiency, value creation, and organic growth.
- Support pricing strategy, renewals, and expansion initiatives.
Cross-Functional Leadership - Partner with field leadership, service partner teams, HR, finance, and operational excellence.
- Influence hiring, training, and performance expectations impacting client delivery.
- Support adoption of technology, reporting, and operational systems.
- Contribute to enterprise strategy, service innovation, and go-to-market execution.
Continuous Improvement & Strategy - Identify operational risks, trends, and improvement opportunities across the client portfolio.
- Lead corrective action planning and long-term performance enhancement.
- Maintain awareness of industry trends, technologies, and competitive positioning.
- Contribute to strategic planning and organizational transformation initiatives.
|