Account Manager - Guard Services

As an Account Manager within our Guard Services division, you will be responsible for overseeing the delivery of security personnel services across an assigned portfolio of client accounts. You will build strong client relationships, support and develop frontline staff, and ensure consistent service delivery across your portfolio. Working closely with clients, security personnel, and internal departments, you will proactively address challenges, drive continuous improvement, and maintain a high standard of operational performance.

This is a highly mobile, relationship-driven role that requires regular site visits and a hands‑on approach to account management.

• Serve as the primary point of contact for an assigned portfolio of clients.
• Build and maintain strong relationships with Property Managers, Board Members, Superintendents, and site staff.
• Conduct regular site visits, including occasional evenings, nights, and weekends, to ensure service quality and operational compliance.
• Lead client meetings, service reviews, and feedback discussions as required.
• Identify operational risks, service gaps, and client concerns, and develop action plans to address them.
• Support account retention by maintaining a high level of client satisfaction and proactively addressing emerging concerns.
• Maintain accurate records of site visits, client communications, action items, and follow‑up activities.

• Train, coach, and support Security Guards, Concierge staff, and Site Supervisors to ensure compliance with site requirements, post orders, and company standards.
• Conduct regular performance evaluations, site assessments, and quality assurance reviews.
• Address performance concerns via coaching, retraining, corrective action plans, and documentation as required.
• Partner with Human Resources on employee investigations, disciplinary matters, performance management, and employee relations issues.
• Support the onboarding and site orientation of new employees assigned to the portfolio.
• Ensure post orders, training materials, and site documentation remain accurate, current, and effectively communicated to assigned staff.
• Maintain overall operational readiness across assigned accounts, including staffing, training, documentation, and site standards.
• Coordinate with Scheduling, Human Resources, Mobile Operations, and other departments to ensure operational requirements are met.
• Lead site stabilization, service recovery, and corrective action initiatives where performance concerns or client issues are identified.
• Support incident investigations, employee relations matters, and special operational projects as required.
• Participate in regular operational planning meetings with leadership and cross‑functional teams.
• Share site insights, identify emerging risks, and contribute to account retention and service improvement strategies.
• Collaborate with colleagues across departments to support company objectives and client success.

• Participate in the rotating On‑Call schedule and respond to operational issues, client concerns, and staffing emergencies as required.
• Provide updates and recommendations arising from on‑call activities, site observations, and operational trends to support continuous improvement.
• Perform other duties and special projects assigned to support operational excellence and client satisfaction.

• Minimum 3 years’ progressive experience in security operations, site supervision, account management or related operational leadership role.
• Proven ability to lead, coach and develop frontline employees while fostering a culture of accountability and high performance.
• Demonstrated ability to build and maintain strong client relationships through exceptional customer service and responsive communication.
• Strong problem solving and decision‑making skills with the ability to assess situations, resolve issues and implement practical solutions.
• Demonstrates initiative and a continuous improvement mindset, identifying opportunities to enhance processes, improve service delivery and increase operational efficiency.
• Excellent verbal and written communication skills, with…