Account Manager

Account Manager (Security Operations)

The Account Manager (AM) serves as the primary point of contact for both the client and on-site security operations. This role is responsible for ensuring quality service delivery, maintaining strong client relationships, overseeing staffing and operational performance, and supporting the development of site personnel. The Account Manager is expected to be available outside of normal business hours for urgent operational or client matters and must effectively balance daily operational demands with long-term strategic responsibilities.

Key Responsibilities

Client Relationship Management

• Serve as the primary client contact and ensure exceptional customer service.
• Respond promptly to client requests, concerns, and operational issues.
• Maintain professional working relationships with clients, site leadership, and security personnel.
• Communicate regularly with clients to ensure coverage expectations and service standards are met.
• Address site concerns, service issues, and officer performance concerns.

Operations Management

• Oversee daily security operations and staffing across assigned locations.
• Maintain the Master Schedule and ensure workforce management systems remain accurate.
• Review staffing deficiencies and manage open shifts utilizing available resources.
• Complete and distribute Open Post Reports to Recruiting and Hiring Teams.
• Conduct site visits and monitor daily operational activities.
• Coordinate with Site Supervisors, Operations Supervisors, Control Room personnel, and Vendor Management Operations (VMO).
• Ensure required documentation including patrol logs, alarm tickets, and pass-down reports are completed accurately and on time.
• Track upcoming construction projects and prepare staffing plans for project support.
• Manage officer removals and terminations, including system access removal and administrative updates.
• Support access management, password resets, and key distribution programs.

Leadership & Team Development

• Assist with onboarding and development of high-caliber security personnel.
• Partner with Training Coordinators to address operational training needs and performance gaps.
• Provide guidance and support to Site Supervisors and Operations Supervisors.
• Fill operational roles as necessary to ensure client coverage while managing broader account responsibilities.
• Foster accountability, professionalism, and operational excellence across all teams.

Administrative Responsibilities

• Review and respond to communications from clients, corporate leadership, and operational partners.
• Monitor and address training requirements, compliance updates, and operational directives.
• Maintain confidentiality of sensitive company, employee, and client information.
• Ensure compliance with company policies, client requirements, and regulatory standards.

Required Qualifications

• Strong organizational and time-management skills.
• Self-disciplined and capable of working independently.
• Technology savvy with proficiency in workforce management and scheduling systems.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple competing assignments and meet deadlines.
• Strong problem-solving and decision-making capabilities.
• Demonstrated commitment to compliance, professionalism, and customer service.
• Ability to maintain confidentiality and handle sensitive information appropriately.

Regular Meeting & Reporting Expectations

Daily

• Maintain Master Schedule.
• Review staffing deficiencies and manage open shifts.
• Complete and distribute Open Post Report.
• Conduct Site Supervisor check-ins.
• Conduct Operations Supervisor check-ins.
• Perform site operational reviews and client check-ins.
• Review company and client communications.
• Manage access credentials, keys, and personnel updates.
• Coordinate with Training Coordinators on operational needs.

Weekly

• Attend client meetings.
• Attend Operations and Account Manager meetings.
• Participate in construction project walkthroughs with clients.

Bi-Weekly

• Attend Supervisor Alignment Meetings.

Work Schedule & Availability

This position requires flexibility and availability outside standard business hours. The Account Manager must be on-call to support urgent client needs, staffing shortages, and operational issues when necessary.

Ideal Candidate: A proactive leader who thrives in a fast-paced environment, excels at relationship management, and can effectively balance client expectations, staffing challenges, and operational excellence.

Securitas is committed to diversity, equity, inclusion and belonging in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable legally protected characteristic.