Service Account Manager

Protos Security; Roanoke (VA); On-site; USD 47,000 - 71,000; Full time

Benefits offered by this job

Competitive compensation

Health, Vision, Dental, and Life

Employee Assistance Program

FSA / HSA

401(k) with employer contribution

Collaborative work environment

Job summary

Protos Security is seeking a Senior Service Agent/Account Manager to join its National Operations Service Center in Roanoke, VA. You will oversee a portfolio of client security needs, acting as the primary contact for assigned accounts and guiding service delivery.

You will build strong client relationships, coordinate with internal teams, and lead solution development while ensuring confidentiality and professional standards. This on-site role offers growth and a fast-paced environment.

Qualifications

• Bachelor's degree in Business, Marketing, or Criminal Justice; equivalent business experience will be considered.
• Experience servicing client accounts with high‑touch service.
• Strong problem‑solving and analytical skills.
• Excellent prioritization and time management; capable leader.

Responsibilities

• Oversee a portfolio of national and local client security needs across their footprint.
• Serve as primary contact for the client and build professional relationships with key personnel.
• Assess, clarify, and validate client needs; develop plans and oversee delivery.
• Lead solution development efforts coordinating with company personnel.

Skills

Customer service

Relationship management

Communication

Team collaboration

Education

Bachelor's degree in Business, Marketing, or Criminal Justice

Tools

CRM systems

Office software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Service Account Manager

Full Time Support - Agent Roanoke, VA, US

10 days ago Requisition ID: 3920

Salary Range: $47,278.00 To $70,928.00 Annually

Company: Protos Security
Job Title: Senior Service Agent
Reports To: Service Manager
Location: Roanoke VA, On-Site

Company Overview

Protos Security, a subsidiary of Security Services Holdings, is the largest technology enabled Security Officer Management company in the U.S. Headquartered in Norwalk, CT, Protos also has offices in New York, Texas, Virginia, Illinois, California, Tennessee, and Georgia, as well as international locations in Canada and the UK.

We are a game changer in the security and software industry, revolutionizing how security is managed and delivered to make the world a safer place.

Position Summary

Protos is seeking a Senior Service Agent/Account Manager to join its National Operations Service Center in Roanoke, VA. Our work environment is fast paced, positive and stresses results oriented internal growth.

• To oversee a portfolio of National and Local customer’s security needs as it relates to guard service, off-duty police, and overall security programs across their footprint.
• Act as primary point of contact for the Client and establish productive, professional relationships with key personnel within assigned Client accounts.
• Proactively assess, clarify, and validate Client’s needs on an ongoing basis, communicate them internally as needed; develop plans and oversee delivery execution.
• Lead solution development efforts that best address Clients’ needs, while coordinating the involvement of all necessary Company personnel.
• Be the accountable point person with all rollouts of new business for each assigned Client. Direct the flow of information between each Client, the specific Company personnel, and Company departments involved in each roll-out, and vice versa.
• Consistently communicate with your immediate supervisor on any recognition, issue or concern regarding your clients
• To keep all matters of confidentiality only between you and the party involved
• Address all client concerns and use discretion and independent judgement to determine when concerns reach a level that necessitates escalation
• Prioritize client concerns and take the lead/ownership on any requests, issues, or questions from your clients
• Approve time, make necessary changes/corrections, ensure proper Accounts Receivables and Payables processes are aligned with expected work orders
• Coordinate with the Strategic Account Managers, Service Managers and Director to ensure clients are receiving the highest level of day-today service
• Be prepared to follow and execute the rules of engagement if an assigned client has issues that require escalation (i.e. high level incidents affecting client property, loss of life or bodily injury to Protos’ vendor or client personnel)
• Implement pricing strategy and process ownership in accordance to company strategy for customer’s temporary and emergency needs
• Additional duties as directed by management

Qualifications & Experience

• Bachelor's degree highly preferred. Degree from an accredited four‑year college or university in Business, Marketing, or Criminal Justice; equivalent business experience will be considered.
• Previous experience servicing client/customer accounts. Experience in account or portfolio management with high‑touch service highly preferred.
• Highly personable with excellent customer service skills.
• Ownership of customer relationships.
• Strong problem‑solving and analytical skills.
• Ability to analyze and execute alongside a team.
• Excellent prioritization and time management abilities, strong collaborator, and leader
• Process driven, detail oriented and highly organized.
• Intermediate knowledge of office applications and ability to learn new software platforms as necessary.

Why You’ll Love Working With Us

At Protos Security, we are a community of driven professionals working together to make the world safer through technology and service. Here is what you can expect:

• Purpose Driven Work – Every role contributes to building smarter, more secure environments
• Growth Opportunities – Mentorship, cross functional projects, and career development
• Collaborative Culture – Open communication, respect, and team first thinking
• People First Values – Inclusive culture and generous employee support

Benefits Include:

• Competitive compensation
• Health, Vision, Dental, and Life Insurance
• Employee Assistance Program
• FSA / HSA
• 401(k) with employer contribution
• Collaborative work environment (and great coffee!)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand, walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.

The employee must occasionally lift and/or move up to 10 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status under applicable law.