Account Manager (Guardteck)

Triton Environmental Consultants, Ltd.; Calgary; On-site; CAD 90,000 - 130,000; Full time

Job summary

Guardteck in Calgary is seeking an Account Manager to oversee a portfolio of security sites, lead site supervisors, and ensure contract delivery and quality service across diverse sites.

You will strengthen client relationships, manage budgets and KPIs, support recruitment and onboarding, and drive continuous improvement through audits, reports, and technology tools.

Excellent communication, leadership and problem-solving are essential, plus a valid driver's license.

Qualifications

• 2–5 years of progressive experience in account management or operations within multi-site environments.
• Experience leading or developing site supervisors and frontline teams.
• Strong understanding of multi-site service delivery, contract compliance, audits, reporting, and escalation management.
• Experience managing budgets, labour performance, KPIs, client reporting and improvements.
• Proven ability to build trust-based relationships with stakeholders.
• Strong coaching and people leadership skills.
• Excellent written and verbal communication.
• Valid driver's license with no restrictions.
• Familiarity with security tech stacks and MS Office (WinTeam, Zendesk, Word, Excel, Outlook, PowerPoint, Teams).
• ASIS APP certification is an asset.

Responsibilities

• Maintain strong client and stakeholder relationships through audits, site visits, meetings, and regular communication.
• Serve as primary contact for assigned clients and ensure their service expectations are met.
• Ensure contract deliverables across portfolio meet or exceed staffing, patrol, and reporting standards.
• Manage client escalations and service concerns, escalating as needed.
• Lead quarterly and annual business reviews with clients.
• Gather client feedback and drive service improvements using insights.
• Support the use of technology and reporting tools to enhance service quality.
• Directly manage a diverse portfolio of sites through site supervisors and frontline teams.
• Review site performance against standards, deliverables, and KPIs.
• Conduct regular site visits to assess performance, morale, and compliance.
• Coach and develop site supervisors and frontline personnel.
• Support recruitment, onboarding, and retention across the portfolio.
• Ensure post orders are followed by all site personnel.
• Drive continuous improvement to streamline workflows and outcomes.
• Review labour efficiency and resource allocation across sites.
• Provide cost-effective recommendations from client site assessments.
• Own financial performance of the portfolio and align with targets.
• Monitor site budgets and KPIs, taking corrective action when needed.
• Prepare and submit Client Request Forms and scope changes.
• Support billing accuracy and resolve discrepancies with Finance.
• Follow up on overdue or disputed invoices.
• Balance client satisfaction, service quality, and financial performance.
• Stay current with industry trends and security standards, including AI-enabled tools.
• Maintain or pursue ASIS APP certification, where applicable.

Skills

Account management

People leadership

Operations management

Budget & KPIs

Relationship management

Coaching

Communication

Problem solving

Driver's license

WinTeam

Zendesk

Microsoft Office

ASIS APP certification

Tools

WinTeam

Zendesk

Microsoft Office

Job description

About the Role

Guardteck is seeking an Account Manager to manage client relationships and service delivery across a portfolio of security sites in Calgary, AB. 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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