S U M M A R Y

The Account Manager is responsible for leading security operations for a high-profile, strategic technology client based in San Francisco, California. As the primary client liaison, this role ensures exceptional service delivery, operational excellence, contract compliance, and long-term customer satisfaction while identifying opportunities for program enhancements, service expansion, and continuous improvement.

The ideal candidate is a relationship-driven leader with experience managing complex security operations in a fast-paced, technology-focused environment. Success in this role requires strategic thinking, executive-level communication, adaptability, business acumen, and the ability to build trusted partnerships while delivering innovative, customer-centric security solutions.

Core Duties include

Operations & Client Management

• Serve as the primary point of contact for the client across all assigned sites; ensure consistent execution of security operations aligned with client standards and post orders
• Conduct regular site visits, operational reviews, and performance evaluations; proactively identify operational risks, staffing gaps, and improvement opportunities
• Partner with client stakeholders in a professional, solutions‑oriented manner consistent with a technology‑company culture

Staffing & Workforce Management

• Supervise site supervisors and lead staff across multiple locations
• Oversee daily staffing levels and ensure full coverage across all locations and shifts; manage scheduling, backfill, and contingency planning using workforce management systems. Partner closely with Recruiting to forecast hiring needs and support onboarding
• Monitor officer performance, conduct coaching, and address corrective actions
• Utilize timekeeping and workforce management systems (e.g., TrackTik, Salesforce, or similar platforms) for scheduling, reporting, and compliance tracking
• Maintain accurate data entry, reporting, and documentation within client and internal systems

Training & Compliance

• Ensure all personnel meet licensing, certification, and training requirements; oversee new‑hire onboarding, training completion, and OJT compliance. Track training records, certifications, and compliance deadlines
• Prepare sites for client reviews and internal or external audits

Cross-Functional + Account Leadership

• Participate in strategic planning meetings and executive customer presentations; lead internal account reviews to ensure alignment across departments.
• Coordinate responses to customer escalations and critical incidents.
• Work closely with operations, customer service, finance, project management, and executive leadership.
• Review incident reports and ensure timely follow‑up and escalation
• Produce regular operational, staffing, and compliance reports for leadership and the client
• Support implementation of updated processes, policies, and client‑specific requirements

S U C C E S S M E T R I C S

Success in this position is measured across a few core KPIs. These include, but are not limited to the following:

• Customer retention & QBR performance
• Resolution time for escalated issues
• Operational consistency across portfolio
• SLA & KPI compliance across all locations
• Employee Retention

C O R E

• Bachelor's degree in Business, Criminal Justice, Security Management, or related field (or equivalent experience).
• 7+ years of account management, client success, or commercial security industry experience.
• Experience managing enterprise accounts with multi-site and multi-state operations, preferably supporting a technology company or corporate enterprise environment
• California Guard Card (or ability to obtain)

S K I L L S + C O M P E T E N C I E S

As demonstrated through experience, training, and/or testing

• If required for assigned account, meet & continue to meet any applicable state, county & municipal licensing requirements for security personnel
• Strong understanding of commercial security services and electronic security technologies (including access control, CCTV, and alarm monitoring).
• Strategic problem-solving skills with ability to assess complex situations, identify risks, & implement effective solutions. Strong understanding of compliance requirements, staffing models, and training oversight
• Exceptional organizational and time management skills
• Excellent communication, presentation, and negotiation skills.
• Strong leadership capabilities, including directing, motivating, coaching, mentoring, training, and performance managing teams in a positive, collaborative, and accountable manner.
• Proficiency with CRM + workforce management systems, Microsoft Office Suite, account reporting tools.
• Ability to effectively lead cross-functional initiatives while managing competing priorities & changing business needs.
• Skilled at conflict resolution, managing employee performance and demonstrated KPI achievement in large client service environment
• Experience leading system implementations, process improvements, and change management initiatives across diverse employee populations and operational teams.
• Strong analytical & business acumen with the ability to read, interpret, and analyze operational reports, financial data, performance metrics, and contractual obligations using various technology platforms and reporting tools.

W O R K I N G C O N D I T I O N S

The successful candidate must be able to perform the essential functions of the position, with or without reasonable accommodation. The following outlines the typical responsibilities and physical & environmental demands associated with this role and is not intended to be an exhaustive list of all duties or requirements

• Executive presence with the ability to maintain professionalism and composure when interacting with senior executives, clients, regulatory authorities, employees, vendors, and the public, including during urgent, high-pressure, and crisis situations
• Ability to manage executive-level customer relationships.
• Customer-focused mindset with a commitment to service excellence, continuous improvement, and operational consistency across geographically dispersed locations.
• Outstanding communication and interpersonal skills with the ability to build trusted relationships across all organizational levels and influence key stakeholders.
• Effectively manage multiple priorities and concurrent projects in a dynamic enterprise environment.
• Discretion & sound judgment when handling highly sensitive, confidential, and proprietary business information.
• Willingness and ability to respond to emergencies, critical incidents, and client escalations on an on-call basis, including after-hours, weekends, and holidays as business needs require.
• Ability to travel as required to customer locations.

Pay: $85,000.00 - $115,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person