Account Manager

Position Summary:

The Account Manager serves as the primary liaison between the Sacramento contract portfolio and GBPS management. This position is responsible for maintaining strong client relationships, overseeing account performance, ensuring accurate scheduling and payroll, supporting the security staff in the region, and driving overall service excellence. The Account Manager will attend business watch meetings, conduct monthly client check-ins, review operational reports, and collaborate with internal teams to ensure that all client and company standards are met or exceeded. The Account Manager will also work closely with the Associate Operations Manager to coordinate daily operations, scheduling functions, and employee support initiatives, in close collaboration with the VP of Operations, Director of Business Development, and Associate Operations Manager. This role will also maintain an active patrol route during their shift and participate directly in field operations.

Key Responsibilities:

Client Relations & Communication:

• Attend and actively engage in business watch meetings to represent the company professionally and provide informed updates.
• Review reports, incident data, and account performance prior to meetings to ensure meaningful participation.
• Conduct monthly meetings with property managers and the VP of Operations to assess service quality, identify concerns, and implement solutions.
• Serve as the primary point of contact for assigned client accounts within the Sacramento region.
• Respond to emails and communications promptly and regularly throughout each workday to maintain effective coordination with clients, management, and staff.

Operational Oversight:

• Maintain an active patrol route during each shift, ensuring visibility, safety, and timely response to incidents.
• Conduct ride-alongs or side-by-side patrols with team members on foot or in vehicles to monitor performance, coach staff, and provide on-the-job training.
• Review daily reports from field staff to identify issues, trends, or areas for improvement.
• Provide timely feedback and guidance to field personnel to maintain performance and compliance standards.
• Assist with vehicle duties, including fueling, routine maintenance checks, and reporting mechanical issues.
• Collaborate with the VP of Operations, Associate Operations Manager, and executive team to address and document corrective actions as needed.

Scheduling and Time Punch Management:

• Work closely with the Associate Operations Manager to create and manage patrol and post schedules to ensure adequate and efficient security coverage.
• Track and verify employee time punches daily, ensuring accuracy and compliance with company policies.
• Partner with the scheduling and payroll departments to assist with corrections, approvals, and resolution of timekeeping discrepancies.

Team and Performance Management:

• Oversee the performance of security officers, providing regular guidance, coaching, and feedback to improve performance and ensure safety.
• Assist in setting performance goals and monitoring progress in coordination with the VP of Operations and Associate Operations Manager.
• Primarily responsible for training new hires, providing re-training, and supporting employee growth and development initiatives.
• Conduct ride-alongs and side-by-side patrols to assess and coach staff in real-time.
• Support officers in resolving performance or conduct issues, providing mentorship and ensuring adherence to company policies and expectations.
• Ensure all officers follow security protocols, maintain professional appearance and vehicle cleanliness, and deliver high-quality customer service.

HR and Administrative Support:

• Provide support in HR-related tasks, including recruitment, onboarding assistance, training coordination, and employee relations.
• Assist with reviewing and processing time-off requests, documenting disciplinary actions, and resolving employee concerns or conflicts.
• Ensure compliance with all labor laws, licensing requirements, and company policies.

Qualifications:

• Must have a valid guard card.
• Previous experience in security, law enforcement, or management is preferred.
• Experience in performance management or human resources is a plus.
• Valid driver's license with a clean driving record.
• Strong leadership, organizational, and communication skills.
• Ability to manage multiple tasks effectively and prioritize duties.
• Ability to provide coaching, feedback, and resolve performance issues in a professional manner.
• Familiarity with security systems, policies, and protocols.
• Ability to work flexible hours, including evenings, nights, weekends, and holidays.
• Basic knowledge of vehicle maintenance and troubleshooting.
• If an internal applicant, please note that you are not eligible if you are on corrective action.

Physical Requirements:

• Ability to sit in a vehicle and drive for extended periods.
• Ability to stand, walk, and patrol for extended periods—either in a vehicle or on foot.
• Conducting ride-alongs or side-by-side patrols on foot or in a vehicle.
• Assist with vehicle duties such as fueling, cleaning, and routine maintenance.
• Requirements may vary depending on property assignment.
• Ability to lift and move up to 50 pounds when required.
• Ability to work in various weather conditions.

Benefits:

• Competitive salary
• Paid time off after 1 year of service
• Opportunities for training and professional development

Employee Expectations:

• Maintain a high level of professionalism, integrity, and accountability at all times.
• Respond to all emails, calls, and messages promptly and maintain consistent communication with management, clients, and staff.
• Demonstrate strong leadership and a proactive approach to resolving issues and meeting client needs.
• Support the team in the region by providing guidance, training, mentorship, and resources to promote employee success and growth.
• Uphold company standards for appearance, conduct, and customer service.
• Follow all company policies, safety regulations, and security procedures without exception.
• Represent GBPS positively in all interactions, both internally and externally.
• Exhibit reliability by meeting deadlines, arriving on time for meetings or site visits, and completing assigned tasks efficiently.