Account Manager

Department: OperationsReports To: Senior Director of OperationsSupports/Manages: Site Supervisors and Frontline Personnel, where applicable About the Role

Guardteck is looking for an Account Manager to support client relationships, contract performance, and service delivery across assigned client sites. This role is responsible for maintaining strong client communication, ensuring contract expectations are met, supporting site leadership, and helping drive operational and financial success across the portfolio.

The Account Manager works closely with clients, site supervisors, frontline teams, operations leadership, finance, and internal support teams to ensure a high level of service and accountability.

This is a client-facing role suited for someone who is relationship-focused, organized, responsive, and comfortable balancing service delivery, employee support, financial oversight, and operational priorities. Key Responsibilities

Client Relations and Account Management Build and maintain solid client relationships through regular check-ins, site visits, and meetings. Act as a main point of contact for client communication, service updates, and account-related concerns. Ensure contract deliverables are consistently met or exceeded, including staffing levels, patrol requirements, reporting standards, and site expectations.

Track and report on key performance indicators, including incident response times, staffing compliance, audit results, and other client-specific metrics. Respond to client escalations and concerns in a timely, professional, and solutions-focused manner. Document client issues, follow-up actions, and service updates as required.

Facilitate quarterly or annual business reviews with clients to review performance, service delivery, and opportunities for improvement. Site Leadership and Team Support Support and mentor site supervisors and team leads to help ensure strong leadership at the site level.



Conduct regular site visits to review performance, morale, compliance, and service standards.

Provide coaching, guidance, and feedback to site leadership and frontline teams. Coordinate performance evaluations and feedback sessions for site-level staff when required. Support recruitment and staffing strategies to improve coverage, retention, and service consistency.

Ensure post orders are understood, followed, and communicated clearly to all site personnel. Work with operations leadership to address site concerns, staffing gaps, or performance issues. Financial and Administrative Oversight Monitor site budgets and support financial performance across assigned accounts.

Ensure account activity aligns with financial targets and contract expectations. Complete and submit Client Request Forms for scope changes, service changes, or additional coverage requests. Prepare contract one-pagers and account summaries as required.

Track billing issues, invoice discrepancies, and disputed charges. Work with finance and internal teams to resolve billing concerns in a timely manner. Follow up on overdue invoices and support collections when needed.

Operational

Support and Continuous Improvement Participate in regular operations meetings and provide updates on assigned accounts. Support the rollout of new processes, service improvements, and client-specific initiatives. Identify opportunities to improve service delivery, client satisfaction, staffing consistency, and operational performance.

Participate in committees or special projects when assigned. Complete other duties as reasonably assigned.



What We’re Looking For The ideal candidate is a confident relationship-builder who understands the importance of client service, operational follow-through, and team leadership.

They are professional, organized, solutions-focused, and able to manage multiple priorities while maintaining strong communication with clients and internal teams.

Skills and Qualifications Strong customer service and client relationship management skills. Excellent written and verbal communication skills. Ability to work independently and collaboratively as part of a team.

Strong leadership and people-influencing skills. Ability to coach, mentor, and support site supervisors and frontline employees. Strong problem-solving skills, attention to detail, and business awareness.

Ability to manage conflict, client concerns, and operational issues professionally. Strong judgment, discretion, and ability to maintain confidentiality. Ability to manage multiple priorities and work within tight deadlines.

Strong emotional intelligence with the ability to build trust and create buy-in. Comfortable working in a fast-paced, high-growth, or entrepreneurial environment. Positive attitude, enthusiasm, and a strong sense of professionalism.

General office and computer skills, including Microsoft Word and Excel.

Experience with WinTeam, Zendesk, or similar systems is considered an asset.

Valid

Class 5 driver’s licence with no restrictions. Business, Justice Studies, or related diploma is considered an asset, or an equivalent combination of education and experience.

Ideal Candidate

Profile The ideal candidate is a confident, relationship-focused professional who enjoys working with clients, supporting site teams, and driving strong service delivery. They are organized, responsive, solutions-focused, and comfortable balancing client expectations, operational priorities, financial performance, and team support.

#GTHP

📌 Operations - Account Manager (Guardteck) (Calgary)
🏢 Guardteck Security
📍 Calgary