Cluster Account Manager

S U M M A R Y

The Cluster Account Manager is responsible for the operational, administrative, and client facing management of a single technology client’s security program across multiple sites in San Francisco. This role serves as the primary liaison between the client and the security services provider, ensuring consistent service delivery, full staffing coverage, training compliance, and adherence to all contractual, regulatory, and client specific requirements.

The Account Manager must be comfortable operating in a technology driven, fast paced, and evolving environment, with an understanding of tech culture, stakeholder expectations, and enterprise level security programs.

Core Duties include

Operations & Client Management

1.     Serve as the primary point of contact for the client across all assigned sites

2.     Ensure consistent execution of security operations aligned with client standards and post orders

3.     Conduct regular site visits, operational reviews, and performance evaluations

4.     Proactively identify operational risks, staffing gaps, and improvement opportunities

5.     Partner with client stakeholders in a professional, solutions oriented manner consistent with a technology company culture

Staffing & Workforce Management

1.     Oversee daily staffing levels and ensure full coverage across all locations and shifts

2.     Manage scheduling, backfill, and contingency planning using workforce management systems

3.     Partner closely with Recruiting to forecast hiring needs and support onboarding

4.     Supervise site supervisors and lead staff across multiple locations

Training & Compliance

1.     Ensure all personnel meet licensing, certification, and training requirements

2.     Oversee new hire onboarding, training completion, and OJT compliance

3.     Track training records, certifications, and compliance deadlines

4.     Prepare sites for client reviews and internal or external audits

Systems & Technology

1.     Utilize timekeeping and workforce management systems (e.g., TrackTik, Salesforce, or similar platforms) for scheduling, reporting, and compliance tracking

2.     Maintain accurate data entry, reporting, and documentation within client and internal systems

3.     Demonstrate familiarity with physical security systems and tools, including access control, CCTV, alarm monitoring, and reporting platforms

Performance, Quality & Reporting

1.     Monitor officer performance, conduct coaching, and address corrective actions

2.     Review incident reports and ensure timely follow up and escalation

3.     Produce regular operational, staffing, and compliance reports for leadership and the client

4.     Support implementation of updated processes, policies, and client specific requirements

S U C C E S S  M E T R I C S

Success in this position is measured across a few core KPIs. These include, but are not limited to the following:

• Employee Retention

• Overtime hours

• Training completion

• Client issue resolution time

• Contract profitability

• Post inspection scores

CORE

·    5-7 years of experience in private security operations account management, or site management, preferably in multiple sites and multi-state or global environment.

·    Demonstrated account management for 100 employee base, across all shifts in a 24/7 business

·    Proficiency with workforce management and operational tools (e.g., TrackTik, Salesforce, or similar platforms)

·    Experience leading system implementations, process improvements, and change management initiatives across diverse employee populations and operational teams.

·    Skilled at conflict resolution, managing employee performance and demonstrated KPI achievement in large client service environment

·    Working knowledge of security systems, including access control, CCTV, and alarm monitoring

·    Prior experience supporting a technology company or corporate enterprise environment

·    Strong understanding of compliance requirements, staffing models, and training oversight

·    Excellent organizational, communication, and client management skills

SKILLS COMPENTENCIES

As demonstrated through experience, training, and/or testing

·    Primarily field based with frequent site visits across San Francisco

·    Requires flexibility to support after hours or weekend operational needs as necessary

·    Client facing role requiring professionalism, responsiveness, and sound judgment

·    Ability to carry out multiple assignments concurrently.

·    Executive-level relationship management

·    Strong skill in team development and coaching

·    Ability to interact effectively at all levels and across diverse cultures.

·    Change leadership and organizational scalability

WORKING CONDITIONS  

The successful candidate must be able to perform the essential functions of the position, with or without reasonable accommodation. The following outlines the typical responsibilities and physical & environmental demands associated with this role and is not intended to be an exhaustive list of all duties or requirements

·       Maintaining composure in dealing with executives, clients, prospects, and staff, in group settings and in situations requiring high performance and results.

·       Primarily operates in a professional office environment with frequent travel to customer sites, branch offices, industry events, and executive meetings.

·       Regular local and regional travel (50–75%), with occasional overnight travel, is required to support customer engagement, business development, and team leadership.

·       Maintains a flexible work schedule, including early mornings, evenings, and occasional weekends, to accommodate customer meetings, networking events, proposal presentations, and business needs.

·       Regular interaction with customers, executive leadership, sales teams, operations, and external business partners.

·       May be required to visit active construction sites, manufacturing facilities, warehouses, or commercial buildings, requiring adherence to all company and customer safety policies, including the use of appropriate personal protective equipment (PPE) when necessary.

·       Ability to sit, stand, walk, and conduct presentations for extended periods, with occasional lifting of materials or equipment up to 25 pounds.

·       Works in a fast-paced, performance-driven environment with aggressive growth objectives, requiring sound judgment, adaptability, and the ability to effectively manage multiple priorities while meeting demanding deadlines.

·       Expected to maintain a professional presence while representing the organization with customers, strategic partners, and industry associations, serving as a key ambassador for the company's brand and growth initiatives.

P A Y

$150,000 - $170,000 per annum