Senior Account Manager (Guardteck)

About the Role

Guardteck is seeking a Senior Account Manager to lead and develop our account management team in Burnaby, BC. This is a senior, client-facing operations role responsible for leading account managers, strengthening client relationships, overseeing contract performance, managing budgets and KPIs, and ensuring high-quality service delivery across multiple security sites.

In addition to leading the account management team, 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 leading service delivery in a contract-driven, client-facing environment.

What We're Looking For

We're looking for an experienced account management or operations leader who understands how to manage client relationships while also coaching a team and driving operational performance. You should be comfortable leading account managers, managing a portfolio of sites, leading site supervisors and frontline teams, managing escalations, reviewing service delivery, working with budgets, and ensuring client commitments are consistently met.

The successful candidate will have experience leading client-facing teams across multiple sites or accounts, with a strong understanding of contract compliance, stakeholder management, reporting, audits, service quality, and continuous improvement.

Key Responsibilities

Team Leadership and Development

• Lead a team of account managers dedicated to delivering high-quality security services.
• Manage a diverse portfolio of sites directly, leading site supervisors and frontline teams to ensure consistent service and operational excellence.
• Coach, mentor, and develop account managers through regular one-on-one meetings, performance discussions, and annual learning plans.
• Train new and existing account managers on client relations, contract deliverables, KPI tracking, financial oversight, and Guardteck best practices.
• Establish clear objectives for the account management team and review progress against those objectives.
• Ensure accountability across the team and support a culture of ownership, professionalism, and continuous improvement.
• Ensure each team member understands their responsibilities, authority, and expected outcomes.
• Support recruitment, onboarding, and retention of account managers, site supervisors, and frontline personnel.

Client Engagement and Service Excellence

• Maintain strong client and stakeholder relationships through audits, site visits, meetings, and regular communication.
• Serve as a senior point of contact for key and strategic clients, ensuring their needs are understood and service expectations are met.
• Ensure contract deliverables across the portfolio are consistently met or exceeded (e.g., staffing levels, patrol frequency, reporting standards).
• Support account managers in managing client escalations, service concerns, and performance issues, stepping in where senior judgment is required.
• Lead and elevate 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.

Operational Excellence

• Review team and 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.
• 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 accounts and sites.
• Conduct client site assessments and provide meaningful, cost-effective recommendations.

Financial Management

• Own portfolio-level financial performance and ensure alignment with financial targets across all accounts and sites.
• Monitor site budgets and financial KPIs, taking corrective action when performance is not meeting expectations.
• Review and approve CRFs (Client Request Forms) and contract one-pagers prepared by account managers.
• Oversee billing accuracy, resolve escalated discrepancies with Finance, and drive collections performance across the team.
• 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 or CPP certification, or equivalent professional development, where applicable.

Required Experience and Qualifications

• 5+ years of progressive experience in account management, client success, or operations leadership within security, facilities services, property services, property management, or another multi-site contract services environment.
• Demonstrated experience leading or developing account managers, site supervisors, or client-facing operational teams.
• 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 Class 5 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 or CPP certification is considered an asset, or an equivalent combination of education and experience.

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