Account Manager

Account Manager (AM) — Job Description & Core ResponsibilitiesThe Account Manager (AM) plays a critical, strategic role in ensuring long-term client account health, contract compliance, and sustainable business growth. Reporting directly within the Field Operations division under the Director of Field Operations (DFO), the AM serves as the vital bridge where Business Development (BDS) hand-offs transition into operational execution. There is an administrative report line to the Chief Revenue Officer in matters of contract and sales administration.This role focuses on strategic relationship management, Post Order authorship, quality oversight, and financial reconciliation. While primarily administrative and strategic, the AM maintains essential high-level oversight through client engagement, site audits, and scope protection without engaging in daily frontline field management or violating disciplinary and chain-of-command boundaries.Essential Duties & Core ResponsibilitiesA. Strategic Account Management & Client HealthClient Relationship Ownership: 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.BDS Transition & Onboarding: 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).Contract Compliance & Scope Protection: Ensure services rendered remain strictly within contractual parameters, site specifications, and profitability goals under DFO oversight.B. Post Order Authorship & Site PlanningLead Author: Author clear, detailed, and contractually binding Post Orders, site handbooks, and site-specific plans that outline site expectations, security workflows, and client-specific protocols.Technical Collaboration: Collaborate with the Director of Field Operations (DFO), who serves as Technical Assistant for safety, regulatory, and tactical feasibility.Audit & Maintenance: Regularly audit and update Post Orders and core account documentation based on client feedback, post-event debriefs, and changing site/venue requirements.C. Financial Integrity & Billing ManagementAudit & Reconciliation: Receive physical and digital Command Post (CP) audit packages upon event/service conclusion and complete full reconciliation against master contract schedules within 48 hours.10-Day Invoicing Mandate: 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.Compliance Verification: Verify that daily break logs and site handbooks are properly collected, maintained, and uploaded as distinct compliance files on tracking platforms prior to final billing submission.Administrative Authorizations: Prepare purchase orders, obtain necessary approvals, and coordinate with accounting to ensure timely processing.D. Scope Integrity & Field Change Orders (FCO)Zero Scope Leakage: Ensure no unscheduled guards work and no scheduled guard hours are truncated without formal documentation and client sign-off.E. Strategic Business Development & Account ExpansionMarket Growth: Identify and pursue opportunities to expand the company's presence with existing and prospective clients, driving market share and revenue growth.Proposals & Marketing: Prepare and present job proposals and estimates; collaborate with marketing and sales teams to align service offerings with emerging market needs.F. Governance & Targeted Field OversightQuality Audits: Conduct periodic site visits and quality control checks to monitor service quality, gather client feedback, and audit adherence to service standards.Report Verification: Review and approve major incident and supervisor reports to ensure accurate, timely documentation and communication with stakeholders.System Management: Maintain real-time account tracking on management systems (e.g., Monday.com, ABI), enforcing strict documentation standards.Emergency Escalation: In rare, extreme emergency scenarios, coordinate response through field leadership and remain available for high-level client emergency communications.3. Strict Operational Boundaries & ExclusionsTo maintain organizational structure, focus on strategic growth, and preserve field leadership authority, the Account Manager is subject to the following boundaries:Zero Disciplinary Authority: AMs do not have the authority to suspend, waive, forgive, or modify any pending or active disciplinary actions against guards or field personnel. All disciplinary matters must be referred directly to the DFO.No Roster / Late Approvals: AMs cannot approve guard tardiness or roster overrides. Arrival exceptions must be escalated exclusively to Director-level leadership (DFO/DIO).Minimal Direct Field Management: AMs refrain from stepping into tactical frontline management (e.g., direct guard supervision, directing screening lanes, or managing shift break schedules) to ensure complete focus on strategic account health and account administration.4. Hiring Qualifications & RequirementsEducation: Bachelor's degree in Business Administration, Marketing, Strategic Management, or a related field preferred; ORExperience: Minimum of 5 years of experience in account management, strategic sales, or client relations, preferably within the security or staffing services industry.Core Competencies: Strong negotiation skills, advanced written and verbal communication, and proven track record in scope control and client retention.Technical Proficiency: Proficiency with standard office suites and operational management platforms (e.g., Monday.com, ABI).Physical & Availability Requirements: Ability to sit, stand, and travel for client site audits; availability for executive client communication during critical operational windows.5. Operational Guardrails (Do's & Don'ts)Category - DO (Required Standard) - DON'T (Prohibited Practice)Contracts & Scope - Draft and review workorders, ensure scheduled guards align with the workorder. - DON'T allow Field Managers or guards to accept verbal client change requests on site.Billing & Audits - Reconcile CP Audit Packages within 48 hours and finalize invoices within 10 days. - DON'T accept late, incomplete, or un-audited event paperwork from field leadership.Disciplinary Action - Refer all guard disciplinary requests or inquiries directly to the DFO or above. - DON'T attempt to suspend, waive, or manage pending guard disciplinary actions.Roster Exceptions - Escalate guard tardiness approval requests exclusively to Director-level leadership. - DON'T approve late post arrivals or alter roster arrival times yourself.Chain of Command - Channel operational requests through the DFO (Ops) or DIO (Assets). - DON'T circumvent operational leadership to give direct tactical orders to field guards.Key Performance Indicators (KPIs):Invoicing Cycle: 100% compliance with delivering reconciled invoices within 10 days post-event/service.CP Audit Reconciliation Speed: 100% of CP Audit Packages reconciled within 48 hours of receipt.Contract Integrity: Zero un-billed scope changes or unapproved headcount deviations across managed accounts.Client Retention & Growth: High client satisfaction metrics and expansion of accounts in target growth areas.