Service Account Manager

Protos Security, a subsidiary of Security Services Holdings, is the largest technology-enabled security officer management company in the U.S. We revolutionize how security is managed and delivered to make the world a safer place.

About the role

Protos is seeking a Senior Service Agent/Account Manager to join its National Operations Service Center in Roanoke, VA. This on-site role oversees a portfolio of national and local clients’ security needs, including guard services, off-duty police, and overall security programs. The position acts as the primary point of contact for clients, ensuring high-touch service and proactive management of client relationships.

Responsibilities

• Oversee a portfolio of national and local clients’ security needs, including guard services, off-duty police, and security programs.
• Act as the primary point of contact for clients, establishing productive, professional relationships with key personnel.
• Proactively assess, clarify, and validate client needs on an ongoing basis; communicate internally and develop execution plans.
• Lead solution development efforts to address client needs, coordinating with necessary company personnel.
• Serve as the accountable point person for all rollouts of new business for assigned clients.
• Direct the flow of information between clients, company personnel, and departments during rollouts.
• Communicate client recognition, issues, or concerns to your immediate supervisor.
• Maintain confidentiality and use discretion to determine when client concerns require escalation.
• Prioritize and take ownership of client requests, issues, or questions.
• Approve time, make corrections, and ensure proper accounts receivable/payable processes align with work orders.
• Coordinate with Strategic Account Managers, Service Managers, and Directors to ensure high-level day-to-day service.
• Follow and execute escalation protocols for high-level incidents (e.g., property damage, loss of life, or bodily injury).
• Implement pricing strategy and process ownership for clients’ temporary and emergency needs.
• Perform additional duties as directed by management.

Requirements

• Bachelor’s degree highly preferred (Business, Marketing, Criminal Justice, or related field); equivalent business experience considered.
• Previous experience servicing client or customer accounts.
• Experience in account or portfolio management with high-touch service is highly preferred.
• Highly personable with excellent customer service and relationship ownership skills.
• Strong problem-solving, analytical, and team collaboration abilities.
• Excellent prioritization, time management, and leadership skills.
• Process-driven, detail-oriented, and highly organized.
• Intermediate knowledge of office applications; ability to learn new software platforms.

Benefits

• Competitive compensation.
• Health, vision, dental, and life insurance.
• Employee Assistance Program.
• FSA/HSA options.
• 401(k) with employer contribution.
• Excellent paid time off (24 days).
• Collaborative work environment.

Physical Demands

The role requires regular sitting, use of hands, talking, and hearing. Frequent reaching with hands and arms, and occasional standing, walking, climbing, balancing, stooping, kneeling, crouching, or crawling. Must occasionally lift and/or move up to 10 pounds. Specific vision abilities include close, distance, color, peripheral, depth perception, and the ability to adjust focus.