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About the Role
The Account Manager (AM) plays a critical, strategic role in ensuring long-term client account health, contract compliance, and sustainable business growth. This role serves as the vital bridge where Business Development (BDS) hand-offs transition into operational execution, focusing on strategic relationship management, quality oversight, and financial reconciliation.
Responsibilities
- Function as the primary strategic point of contact for clients, addressing needs with professionalism, conducting regular account reviews, identifying operational trends, and proactively managing client satisfaction.
- Lead the formal hand-off from Business Development (BDS), translating sales commitments, proposals, and job estimates into structured operational requirements and Service Level Agreements (SLAs).
- Ensure services rendered remain strictly within contractual parameters, site specifications, and profitability goals.
- Author clear, detailed, and contractually binding Post Orders, site handbooks, and site-specific plans.
- Collaborate with the Director of Field Operations (DFO) for safety, regulatory, and tactical feasibility.
- Regularly audit and update Post Orders and core account documentation.
- Receive and reconcile physical and digital Command Post (CP) audit packages against master contract schedules within 48 hours.
- Audit invoices, make necessary adjustments, and ensure 100% of billing reconciliation and invoicing steps are completed and delivered to clients no later than 10 days post-service.
- Verify that daily break logs and site handbooks are properly collected, maintained, and uploaded as distinct compliance files prior to final billing submission.
- Prepare purchase orders, obtain necessary approvals, and coordinate with accounting for timely processing.
- Ensure no unscheduled guards work and no scheduled guard hours are truncated without formal documentation and client sign-off.
- Identify and pursue opportunities to expand the company's presence with existing and prospective clients.
- Prepare and present job proposals and estimates; collaborate with marketing and sales teams.
- Conduct periodic site visits and quality control checks to monitor service quality, gather client feedback, and audit adherence to service standards.
- Review and approve major incident and supervisor reports.
- Maintain real-time account tracking on management systems (e.g., Monday.com, ABI), enforcing strict documentation standards.
- In rare, extreme emergency scenarios, coordinate response through field leadership and remain available for high-level client emergency communications.
Requirements
- Bachelor's degree in Business Administration, Marketing, Strategic Management, or a related field preferred.
- Minimum of 5 years of experience in account management, strategic sales, or client relations, preferably within the security or staffing services industry.
- Strong negotiation skills.
- Advanced written and verbal communication skills.
- Proven track record in scope control and client retention.
- Proficiency with standard office suites and operational management platforms (e.g., Monday.com, ABI).
- Ability to sit, stand, and travel for client site audits.
- Availability for executive client communication during critical operational windows.
- AMs do not have the authority to suspend, waive, forgive, or modify any pending or active disciplinary actions against guards or field personnel.
- AMs cannot approve guard tardiness or roster overrides.
- AMs refrain from stepping into tactical frontline management (e.g., direct guard supervision, directing screening lanes, or managing shift break schedules).
Skills
- Account Management
- Strategic Sales
- Client Relations
- Negotiation
- Written Communication
- Verbal Communication
- Scope Control
- Client Retention
- Proficiency with standard office suites
- Proficiency with operational management platforms (e.g., Monday.com, ABI)
Experience Level
- Minimum of 5 years of experience
Education Level
- Bachelor's degree in Business Administration, Marketing, Strategic Management, or a related field preferred