Security Account Manager

Account Manager position based in Knoxville, TN. Manages 1–5 subordinates who supervise up to 100 employees across assigned accounts/posts; responsible for overall direction, coordination, and evaluation of sites, with 24/7 availability and up to 50% travel.

About the role

Account Managers manage, supervise, and coordinate the activities of all assigned Security Officers at the field level, executing tasks to maintain prescribed standards in compliance with Standard Operating Procedures. Carries out supervisory responsibilities in accordance with organizational policies and applicable laws, including training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Responsibilities

• Performs administrative activities for effective management of assigned account operations, including compiling, storing, and retrieving data for reports.
• Partners with Human Resources to ensure thorough training of all assigned employees in client, company, government, and customer policies, procedures, and regulations.
• Coordinates and/or conducts site-specific OJT, client-specific training, and annual refresher training for security personnel; meets corporate training standards.
• Meets all contractual scheduled hours with minimal unbilled overtime; manages overtime costs effectively within company targets.
• Reconciles security logs against shift responsibilities and patrols; reviews incident reports before submitting to the client; coordinates preliminary investigations.
• Performs account audits and off-hour visits, completing required documentation.
• Develops and maintains operational procedures so that valid, site-specific post orders are always available for reference by security staff.
• Manages uniforms, equipment, supplies, and vehicle needs at each client site; maintains equipment inventory.
• Maintains responsibility for assigned account(s) and security personnel seven days a week; available via cell phone at all times.

Competencies

• Analytical – Collects and researches data; uses intuition and experience to complement data; designs workflows and procedures; synthesizes complex or diverse information.
• Problem Solving – Identifies and resolves problems timely; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving; uses reason with emotional topics.
• Project Management – Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
• Technical Skills – Assesses own strengths and weaknesses; pursues training and development; continuously builds knowledge and skills; shares expertise.
• Customer Service – Manages difficult/emotional customer situations; responds promptly to needs; solicits feedback to improve service; meets commitments.
• Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality; listens without interrupting; keeps emotions under control; remains open to new ideas.
• Oral Communication – Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Professionalism – Approaches others tactfully; reacts well under pressure; treats others with respect; accepts responsibility; follows through on commitments.
• Quality Management – Looks for ways to improve quality; demonstrates accuracy and thoroughness; committed to Quality Management System (QMS).
• Quantity – Meets productivity standards; completes work timely; strives to increase productivity; works quickly.
• Safety and Security – Observes safety/security procedures; determines appropriate action beyond guidelines; reports unsafe conditions; uses equipment properly.
• Adaptability – Adapts to work environment changes; manages competing demands; changes approach to fit situation; deals with frequent change, delays, unexpected events.
• Attendance/Punctuality – Consistently at work and on time; ensures coverage when absent; arrives at meetings/appointments on time.
• Dependability – Follows instructions; responds to management direction; takes responsibility; keeps commitments; commits to long hours when necessary; completes tasks on time or notifies with alternate plan.
• Goal and detail oriented.
• Initiative – Volunteers readily; undertakes self-development; seeks increased responsibilities; takes independent actions and calculated risks; looks for opportunities; asks for and offers help.
• Innovation – Displays original thinking and creativity; meets challenges with resourcefulness; generates improvement suggestions; develops innovative approaches; presents ideas to get attention.

Qualifications

• Associate's degree and a minimum of three years management experience in security or related field (preferred).
• Proficiency with Microsoft Office software, eHub (preferred), and working knowledge of Internet programs.
• Valid State Driver's License.
• CPR/AED/First Aid Certification (if applicable).
• Valid Security Officer License (issued after licensing class).
• Ability to pass a criminal background check and drug test.
• Available as needed to meet business needs.

Pay

Pay Rate: $24–$24 USD per hour.

Schedule

Manager must be available 24 hours per day, seven days per week. Travel up to 50% to inspect assigned accounts/posts or for corporate travel as needed.

Benefits

We offer every employee — from executive managers to administrative support to security professionals — unique and generous benefits, as well as opportunities for career growth.