Account Manager

Kandor•Burnaby, BC

11d•CA$65,000 - CA$85,000

About The Position

Guardteck is looking for an experienced Account Manager to own client relationships, contract performance, and service delivery across an assigned portfolio of sites. You’ll work closely with clients, supervisors, frontline teams, and internal teams across finance and operations, balancing service delivery, financial oversight, and team support to keep every account running smoothly. This role is best suited to a relationship-focused, organized professional with a proven account or client management background who’s comfortable owning both the people and financial sides of the job.

Requirements

Experience in account management, client services, or a similar relationship-management role
Proven experience managing client relationships, contract performance, and service delivery, ideally within a multi-site or portfolio environment
Experience coaching, mentoring, or supporting frontline supervisors or teams
Working knowledge of budget tracking, billing processes, or contract administration
Valid Class 5 driver's licence with no restrictions

Nice To Haves

Experience with WinTeam, Zendesk, or similar systems is a strong asset
Business, Justice Studies, or related diploma is a strong asset, or equivalent combination of education and experience

Responsibilities

Build and maintain strong client relationships through regular check-ins, site visits, and meetings; act as the main point of contact for service updates and account concerns.
Ensure contract deliverables (staffing levels, patrol requirements, reporting standards) are consistently met, and track KPIs including incident response times and audit results.
Respond to client escalations professionally, documenting issues and follow-up actions as needed.
Facilitate quarterly or annual business reviews to assess performance and identify opportunities for improvement.
Support and mentor site supervisors and team leads, conducting regular site visits to review performance, morale, and compliance.
Provide coaching and feedback to site leadership and frontline teams, and coordinate performance evaluations when required.
Support recruitment and staffing strategies to improve coverage, retention, and consistency.
Ensure post orders are understood and followed, and work with operations leadership to resolve staffing gaps or performance issues.
Monitor site budgets and ensure account activity aligns with financial targets and contract expectations.
Complete Client Request Forms for scope or service changes and prepare contract summaries as required.
Track and resolve billing issues, invoice discrepancies, and overdue payments with finance and internal teams.
Participate in operations meetings, providing updates on assigned accounts and supporting the rollout of new processes or client-specific initiatives.
Identify opportunities to improve service delivery, client satisfaction, and operational performance.