About the Role
Guardteck is seeking an Senior Account Manager to manage client relationships and service delivery across a portfolio of security sites in the Lower Mainland. This is a client-facing operations role responsible for strengthening client relationships, overseeing contract performance, managing budgets and KPIs, and ensuring high-quality service delivery across multiple sites.
You'll manage a diverse portfolio of sites directly, leading site supervisors and frontline teams to ensure consistent service and operational excellence.
The ideal candidate will bring experience from contract security, facilities services, property services, property management, or another multi-site service-based environment where client retention, operational execution, labour performance, and service quality are critical to success.
This is not a traditional customer service, call centre, marketing, or SaaS customer success role. This position supports field-based security operations and requires experience delivering service in a contract-driven, client-facing environment.
Key Responsibilities
Client Engagement and Service Excellence
- Maintain strong client and stakeholder relationships through audits, site visits, meetings, and regular communication.
- Serve as the primary point of contact for your assigned clients, ensuring their needs are understood and service expectations are met.
- Ensure contract deliverables across your portfolio are consistently met or exceeded (e.g., staffing levels, patrol frequency, reporting standards).
- Manage client escalations, service concerns, and performance issues, exercising sound judgment and escalating where required.
- Lead quarterly and annual business reviews with clients.
- Gather and analyze client feedback and use insights to improve service delivery.
- Support the use of technology, automation, and reporting tools to improve service quality and client experience.
Site Leadership and Operational Excellence
- Manage a diverse portfolio of sites directly, leading site supervisors and frontline teams to ensure consistent service and operational excellence.
- Review site performance against service standards, contract deliverables, and KPIs (e.g., incident response times, staffing compliance, audit scores).
- Conduct regular site visits to evaluate performance, morale, and compliance, ensuring strong leadership at the site level.
- Coach, mentor, and develop site supervisors and frontline personnel to build strong leadership at the site level.
- Support recruitment, onboarding, and retention of site supervisors and frontline personnel across your portfolio.
- Ensure post orders are understood and followed by all site personnel across the portfolio.
- Drive continuous improvement initiatives to streamline workflows and improve operational outcomes.
- Review labour efficiency, staffing performance, customer service standards, and resource allocation across your sites.
- Conduct client site assessments and provide meaningful, cost-effective recommendations.
Financial Management
- Own the financial performance of your portfolio and ensure alignment with financial targets across all sites.
- Monitor site budgets and financial KPIs, taking corrective action when performance is not meeting expectations.
- Prepare and submit CRFs (Client Request Forms) and contract one-pagers for scope or service changes.
- Support billing accuracy, resolve discrepancies with Finance, and follow up on collections for overdue or disputed invoices.
- Support decisions that balance client satisfaction, service quality, labour efficiency, and financial performance.
Professional Development
- Stay current with industry trends, best practices, and relevant security standards, including AI-enabled tools shaping the industry.
- Maintain or work toward ASIS APP certification, or equivalent professional development, where applicable.
Required Experience and Qualifications
- 2–5 years of progressive experience in account management, client success, or operations within security, facilities services, property services, property management, or another multi-site contract services environment.
- Demonstrated experience leading or developing site supervisors, frontline teams, or client-facing operational staff.
- Strong understanding of multi-site service delivery, contract compliance, client retention, audits, reporting, and escalation management.
- Experience managing budgets, labour performance, KPIs, client reporting, and operational improvement initiatives.
- Proven ability to build trust-based relationships with internal and external stakeholders.
- Strong coaching, mentoring, and people leadership skills.
- Excellent written and verbal communication skills.
- Strong problem-solving skills, attention to detail, and ability to manage changing priorities.
- Valid driver's licence with no restrictions.
- Technologically agile, with working familiarity across security and frontline tech stacks (workforce management, reporting, and communications platforms - e.g., WinTeam, Zendesk) and Microsoft Office (Word, Excel, Outlook, PowerPoint, and Teams).
- ASIS APP certification is considered an asset, or an equivalent combination of education and experience.
