Description North Atlantic Service is looking for an experienced Account & Contracts Manager to manage customer relationships across our snow, landscape, and facilities services.
The Account & Contracts Manager is responsible for supporting the management, retention, renewal, and administration of a portfolio of snow removal, landscaping and facilities maintenance accounts. This position serves as a primary point of contact for assigned customers while ensuring contracts are accurately prepared, renewed, implemented, documented, and maintained throughout the customer lifecycle. The role combines customer relationship management with contract administration and requires close coordination with Account Management, Sales and Operations.
- Salary Range: $65k - $75k
- Schedule: Mon - Fri, some weekend work and after hours work as needed during winter weather events
What You’ll Do:
Account Management
- Manage day-to-day relationships for an assigned portfolio of snow, landscape and facilities maintenance customers.
- Serve as a primary customer contact for routine questions, service requests, concerns, and follow-up.
- Coordinate customer needs with Operations and field management to ensure expectations are communicated and addressed.
- Follow up on service issues and ensure open items are brought to resolution.
- Review account performance and identify recurring service concerns or opportunities for improvement.
- Conduct property walks, customer meetings, and seasonal reviews as needed.
- Identify opportunities for enhancements, additional services, or expanded scope and communicate those opportunities to department leadership.
- Maintain accurate customer, property, contact, scope, and account information within company systems.
- Answer and respond to customer calls, complaints, and service requests through the service ticket phone line, including during outside of business hours during winter weather events.
Contract Management
- Manage the administrative lifecycle of assigned customer agreements from proposal/renewal through execution and implementation.
- Prepare renewal agreements, proposals, pricing documents, scopes of work, and supporting materials.
- Coordinate internally to confirm pricing, scope, equipment requirements, service expectations, and other details before contracts are issued.
- Track outstanding contracts, signatures, purchase orders, certificates of insurance, vendor requirements, and other required documentation.
- Maintain accurate executed contracts, amendments, change orders, and supporting documentation.
- Coordinate contract changes throughout the season when scope, pricing, or customer requirements change.
- Assist with tracking annual price increases and ensuring approved increases are reflected in renewal agreements.
Customer Onboarding & Implementation
- Coordinate the transition of newly awarded accounts from Sales to Operations.
- Confirm executed agreement, approved scope, customer contacts and billing information.
- Confirm site addresses and service areas.
- Ensure pricing and service information is accurately entered into company systems.
- Coordinate kickoff meetings and property walks.
- Communicate site-specific requirements to Operations.
- Confirm the account is operationally ready before service begins.
- Follow up with the customer after implementation to ensure expectations are being met.
Why Work for Us:
- Weekly Pay Period
- Competitive pay based on your skills and experience
- 401k plan and match for your financial future
- Health, Dental, Vision Insurance available
- 6 Paid Company Holidays
- Paid Time Off
- Employee Discount - great deal on landscaping, firewood, and wood pellets (if in service area)
- Advancement Opportunities as our company continues to grow
What We’re Looking For:
- Experience in account management, contract administration, customer service, property management, facilities management, landscaping, snow removal, or a related service industry preferred.
- Strong written and verbal communication skills.
- Highly organized with the ability to manage a large number of accounts, agreements, deadlines, and follow-up items simultaneously.
- Strong attention to detail, particularly regarding pricing, scopes, contracts, and customer requirements.
- Comfortable communicating with property managers, facility managers, procurement teams, corporate customers, and operations personnel.
- Ability to manage difficult customer conversations professionally.
- Strong working knowledge of Microsoft Office and CRM/business-management systems.
- Ability to learn company estimating, contract-management, operations, and documentation platforms.
- Valid driver's license and ability to travel to customer properties as needed.