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Guardteck Security Corp.

Senior Account Manager

Burnaby, BC, Canada

$90,000 to $105,000 CAD / year · Full-time

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Job details

Pay: $90,000 to $105,000 CAD / year
Job type: Full-time
Apply by: Dec 10, 2026
Posting language: English
Posted: Nov 10, 2026

Original job description

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.

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More about this job

Responsibilities

Manage client relationships and service delivery across a portfolio of security sites, ensuring contract requirements, service standards, and KPIs are met. Lead site supervisors and frontline teams, oversee budgets and labour performance, address client concerns, and drive operational improvements.

Requirements

Requires 2–5 years of progressive account management, client success, or operations experience in security or another multi-site contract services environment, including experience leading frontline teams. Candidates need experience with budgets, KPIs, contract compliance, client relationships, and operational improvement, as well as a valid unrestricted driver's licence and familiarity with relevant technology and Microsoft Office.

Skills

Account Management
Multi-Site Operations
Contract Compliance
Budget Management
KPI Management
Team Leadership
Coaching And Mentoring
Client Retention
Audit And Reporting
Escalation Management
Labour Performance Management
Operational Improvement
Financial Performance Management
Problem-Solving
Microsoft Office

Visa sponsorship

Not detected in the job text

Keywords

Contract Security
Security Operations
Account Management
Multi-Site Service Delivery
Contract Compliance
Client Retention
Site Supervisors
Frontline Teams
Budgets
Key Performance Indicators
Labour Performance
Audits
Client Reporting
Escalation Management
Operational Improvement
Client Request Forms
WinTeam
Zendesk
Microsoft Office
ASIS APP Certification
Security Standards
Workforce Management
Reporting Tools
Communications Platforms

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