Account Manager

Elite Services USA•San Diego, CA

25d•$75,000 - $80,000•Hybrid

About The Position

The Account Manager (AM) plays a critical, strategic role in ensuring long-term client account health, contract compliance, and sustainable business growth. Reporting directly within the Field Operations division under the Director of Field Operations (DFO), the AM serves as the vital bridge where Business Development (BDS) hand-offs transition into operational execution. There is an administrative report line to the Chief Revenue Officer in matters of contract and sales administration. This role focuses on strategic relationship management, Post Order authorship, quality oversight, and financial reconciliation. While primarily administrative and strategic, the AM maintains essential high-level oversight through client engagement, site audits, and scope protection without engaging in daily frontline field management or violating disciplinary and chain-of-command boundaries.

Requirements

Bachelor's degree in Business Administration, Marketing, Strategic Management, or a related field preferred; OR Minimum of 5 years of experience in account management, strategic sales, or client relations, preferably within the security or staffing services industry.
Strong negotiation skills, advanced written and verbal communication, and proven track record in scope control and client retention.
Proficiency with standard office suites and operational management platforms (e.g., Monday.com, ABI).
Ability to sit, stand, and travel for client site audits; availability for executive client communication during critical operational windows.
Draft and review workorders, ensure scheduled guards align with the workorder.
Reconcile CP Audit Packages within 48 hours and finalize invoices within 10 days.
Refer all guard disciplinary requests or inquiries directly to the DFO or above.
Escalate guard tardiness approval requests exclusively to Director-level leadership.
Channel operational requests through the DFO (Ops) or DIO (Assets).

Nice To Haves

Client Relationship Ownership
BDS Transition & Onboarding
Contract Compliance & Scope Protection
Post Order Authorship & Site Planning
Financial Integrity & Billing Management
Scope Integrity & Field Change Orders (FCO)
Strategic Business Development & Account Expansion
Governance & Targeted Field Oversight
Zero Disciplinary Authority
No Roster / Late Approvals
Minimal Direct Field Management

Responsibilities

Function as the primary strategic point of contact for clients, addressing needs with professionalism, conducting regular account reviews, identifying operational trends, and proactively managing client satisfaction.
Lead the formal hand-off from Business Development (BDS), translating sales commitments, proposals, and job estimates into structured operational requirements and Service Level Agreements (SLAs).
Ensure services rendered remain strictly within contractual parameters, site specifications, and profitability goals under DFO oversight.
Author clear, detailed, and contractually binding Post Orders, site handbooks, and site-specific plans that outline site expectations, security workflows, and client-specific protocols.
Collaborate with the Director of Field Operations (DFO), who serves as Technical Assistant for safety, regulatory, and tactical feasibility.
Regularly audit and update Post Orders and core account documentation based on client feedback, post-event debriefs, and changing site/venue requirements.
Receive physical and digital Command Post (CP) audit packages upon event/service conclusion and complete full reconciliation against master contract schedules within 48 hours.
Audit invoices, make necessary adjustments, and ensure 100% of billing reconciliation and invoicing steps are completed and delivered to clients no later than 10 days post-service.
Verify that daily break logs and site handbooks are properly collected, maintained, and uploaded as distinct compliance files on tracking platforms prior to final billing submission.
Prepare purchase orders, obtain necessary approvals, and coordinate with accounting to ensure timely processing.
Ensure no unscheduled guards work and no scheduled guard hours are truncated without formal documentation and client sign-off.
Identify and pursue opportunities to expand the company's presence with existing and prospective clients, driving market share and revenue growth.
Prepare and present job proposals and estimates; collaborate with marketing and sales teams to align service offerings with emerging market needs.
Conduct periodic site visits and quality control checks to monitor service quality, gather client feedback, and audit adherence to service standards.
Review and approve major incident and supervisor reports to ensure accurate, timely documentation and communication with stakeholders.
Maintain real-time account tracking on management systems (e.g., Monday.com, ABI), enforcing strict documentation standards.
In rare, extreme emergency scenarios, coordinate response through field leadership and remain available for high-level client emergency communications.