Account Manager - Security

Account Manager - Security

Job overview

The Account Manager owns client satisfaction, contract delivery, and team performance for assigned accounts. You’ll lead site leadership and officer teams, ensure post orders are executed flawlessly, manage scheduling and overtime, and drive KPI results (safety, service quality, and attrition). This role blends people leadership, client relationship management, and disciplined operations.

Please note: This position is not eligible for remote work. Employees must work onsite Monday through Friday from 8:00 a.m. to 5:00 p.m.

Responsibilities and Duties

Client Success & Relationship Management

Serve as the primary point of contact; run weekly/biweekly client check-ins and QBRs.

Translate the Statement of Work (SOW) into daily execution; maintain current post orders and SOPs.

Proactively resolve service issues and escalations; develop corrective action plans and follow-through.

Operational Excellence

Own scheduling, staffing levels, and overtime control; partner with Recruiting on pipeline health.

Conduct site inspections, audits, and drills; ensure adherence to SOW, licensing, and training.

Maintain accurate site documentation (site books, post orders, emergency procedures, equipment logs).

Team Leadership

Hire, onboard, coach, and develop Supervisors/Officers; conduct regular performance huddles.

Enforce policies and standards consistently; recognize and reward strong performance.

Foster a culture of safety, professionalism, and continuous improvement.

Compliance & Risk

Ensure compliance with client requirements, state/local licensing, and company policy.

Lead incident response and reporting (near misses, injuries, property damage, workplace violence).

Partner with the GM/HR on investigations, accommodations, and documentation best practices.

Qualifications

3-5+ years of progressive leadership in contract security, facilities, hospitality, or related operations (account/site management preferred).

Proven client-facing experience with strong service recovery and stakeholder management skills.

Working knowledge of security operations, incident management, and post order development.

Familiarity with state security guard licensing requirements and training standards.

Comfortable with scheduling systems such as Winteam and MS Office; data-driven decision-making.

Strong written and verbal communication; able to create concise reports and SOPs.

Physical/Environmental Requirements

Ability to walk/stand for extended periods during site tours/inspections; occasional lifting up to 25 lbs.

Work may include indoor/outdoor environments and variable weather; occasional evenings/weekends for emergencies or client needs.

Education & Licensing

High school diploma or GED required;

Must hold/obtain and maintain any required state/local security licenses and permits for assigned sites.

A current CPR certification is required; candidates who are not currently certified must successfully obtain certification prior to their first day of training.

Valid driver’s license and acceptable driving record (if role requires driving between sites).

CA PPO 120931 #WER123