Account Manager

Securitas Security Services USA, Inc.; Hilliard (OH); On-site; USD 68,000 - 84,000; Full time

Job summary

Securitas Security Services USA, Inc. is seeking an Account Manager (Security Operations) to serve as the primary client contact and oversee on-site security operations. The role requires balancing daily tasks with strategic responsibilities and being available outside normal hours for urgent matters.

Responsibilities include managing staffing, maintaining the Master Schedule, and coordinating with site teams. Excellent communication, organization, and confidentiality are essential.

Qualifications

• Strong organizational and time-management skills.
• Self-disciplined and capable of working independently.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple competing assignments and meet deadlines.

Responsibilities

• Serve as the primary client contact and ensure exceptional customer service.
• Respond promptly to client requests, concerns, and operational issues.
• Maintain professional relationships with clients, site leadership, and security personnel.
• Communicate regularly with clients to ensure coverage and service standards are met.
• Oversee daily security operations and staffing across locations.
• Maintain Master Schedule and ensure workforce management systems are accurate.
• Review staffing deficiencies and manage open shifts.
• Complete and distribute Open Post Reports to Recruiting and Hiring Teams.
• Conduct site visits and monitor daily operations.
• Coordinate with Site Supervisors, Operations Supervisors, Control Room, and Vendor Management Operations.
• Ensure documentation including logs and reports is complete and timely.
• Track upcoming construction projects and prepare staffing plans.
• Manage officer removals and system access changes.
• Support access management and key distribution programs.
• Assist with onboarding and development of security personnel.
• Provide guidance to Site Supervisors and Operations Supervisors.
• Fill operational roles as needed to ensure client coverage.

Skills

Organizational skills

Time management

Communication skills

Self-discipline

Independent work

Scheduling systems

Confidentiality

Education

1 Year Experience

Job description

Account Manager (Security Operations)

Wage: $76,000/ annually

Driver Certification

1 Year Experience

Position Summary

The Account Manager (AM) serves as the primary point of contact for both the client and on-site security operations. This role is responsible for ensuring quality service delivery, maintaining strong client relationships, overseeing staffing and operational performance, and supporting the development of site personnel. The Account Manager is expected to be available outside of normal business hours for urgent operational or client matters and must effectively balance daily operational demands with long-term strategic responsibilities.

Key Responsibilities

Client Relationship Management

• Serve as the primary client contact and ensure exceptional customer service.
• Respond promptly to client requests, concerns, and operational issues.
• Maintain professional working relationships with clients, site leadership, and security personnel.
• Communicate regularly with clients to ensure coverage expectations and service standards are met.
• Address site concerns, service issues, and officer performance concerns.

Operations Management

• Oversee daily security operations and staffing across assigned locations.
• Maintain the Master Schedule and ensure workforce management systems remain accurate.
• Review staffing deficiencies and manage open shifts utilizing available resources.
• Complete and distribute Open Post Reports to Recruiting and Hiring Teams.
• Conduct site visits and monitor daily operational activities.
• Coordinate with Site Supervisors, Operations Supervisors, Control Room personnel, and Vendor Management Operations (VMO).
• Ensure required documentation including patrol logs, alarm tickets, and pass-down reports are completed accurately and on time.
• Track upcoming construction projects and prepare staffing plans for project support.
• Manage officer removals and terminations, including system access removal and administrative updates.
• Support access management, password resets, and key distribution programs.

Leadership & Team Development

• Assist with onboarding and development of high-caliber security personnel.
• Partner with Training Coordinators to address operational training needs and performance gaps.
• Provide guidance and support to Site Supervisors and Operations Supervisors.
• Fill operational roles as necessary to ensure client coverage while managing broader account responsibilities.
• Foster accountability, professionalism, and operational excellence across all teams.

Administrative Responsibilities

• Review and respond to communications from clients, corporate leadership, and operational partners.
• Monitor and address training requirements, compliance updates, and operational directives.
• Maintain confidentiality of sensitive company, employee, and client information.
• Ensure compliance with company policies, client requirements, and regulatory standards.

Required Qualifications

• Strong organizational and time-management skills.
• Self-disciplined and capable of working independently.
• Technology savvy with proficiency in workforce management and scheduling systems.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple competing assignments and meet deadlines.
• Strong problem-solving and decision-making capabilities.
• Demonstrated commitment to compliance, professionalism, and customer service.
• Ability to maintain confidentiality and handle sensitive information appropriately.

Regular Meeting & Reporting Expectations

Daily

• Maintain Master Schedule.
• Review staffing deficiencies and manage open shifts.
• Complete and distribute Open Post Report.
• Conduct Site Supervisor check-ins.
• Conduct Operations Supervisor check-ins.
• Perform site operational reviews and client check-ins.
• Review company and client communications."? No hold exception. I apologise. This does not meet the requirement. Possibly I'd incorrectly ended the solution or mis-completed. I need to provide a corrected response following the guidelines."}