National Account Manager

JOB SUMMARY

The National Account Manager (NAM) manages the security services and related operations provided on an assigned high-profile account. This position performs a variety of management functions to include client service and problem resolution, quality assurance, service enhancement and expansion, new business development, operational effectiveness, preparation of post orders, staffing, scheduling, supervision and training.

The NAM provides guidance to site management/supervision as well as employee performance management. Additionally, this position will work with Region Directors, Program Managers, and site-level personnel, as well as other internal and external customers to ensure contract and customer service expectations are met. The position requires the ability to adjust quickly to real-time changing priorities within a complex and fluid environment, in a continually growing sector of the Company. The ideal candidate is service oriented and demonstrates a unique blend of leadership skills, financial and operational intelligence and creative problem-solving approaches.

ESSENTIAL FUNCTIONS

• The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified according to business necessity.
• All assigned duties or tasks are deemed to be part of the essential functions unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
• Employees are held accountable for successful job performance. Job performance standards may be documented separately and may include functions, objectives, duties, or tasks not specifically listed herein.
• In performing functions, duties, or tasks, employees are required to know and follow safe work practices and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Employees are required to notify superiors upon becoming aware of unsafe working conditions.
• All functions, duties, or tasks are to be carried out in an honest, ethical, and professional manner and are to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from superiors or authorized company representatives.

Core Duties Include:

Serves as a key point of contact to ensure the delivery of high-quality customer service for assigned account; evaluates service quality and initiates any necessary communication and/or corrective action in a timely manner.

Assumes full P & L responsibility for the account along with the account management team that includes the Sector Leadership, Region Directors and Program Managers. Analyzes operational and financial indicators to continuously improve account performance.

Develops, leads, and schedules a Quarterly Business Reviews (QBR) to present to both senior customer officials and company executive leadership a status report of service delivery. The QBR report will include at a minimum and overview of performance delivery, staffing conditions, training status, financial tracking, prior period action updates, and notable employee recognition.

Initiates, coordinates and assumes responsibilities for benchmarking and the identification of cost saving practices throughout the assigned account

Audits personnel records and payroll/billing records to ensure training standards and invoicing are in compliance with customer contract and company price modeling.

Manages the customer-specific Performance Management Program (PMP). Works with both company and customer management representatives to ensure all participants are trained and have access to required scorecards. Works with Region Directors on a monthly or quarterly basis to ensure full participation is enforced. If requested, the NAM will serve as the company liaison to work with a 3rd party PMP system administrator.

Implements security industry "best practices"; Works with local management to standardize processes, practices and service deliveries for the account.

Works with Company recruitment & provides management oversight for the recruitment, selection, orientation, training, development and retention of high caliber staff; ensures that each staff member is treated with dignity and respect; plans, assigns, and directs work

Develops and works with local company management to provide performance feedback, coaching for employees, and carry out disciplinary actions, as necessary; supports staff as appropriate in carrying out their respective responsibilities to ensure ongoing compliance with customer expectations, company policy, and high-quality service standards.

Supports business development efforts to include proposal content development and maintains a strategy for organic sales growth within his/her assigned customer(s); negotiation of client contracts; provides support during client start-ups and transitions; supports security planning, assessments and surveys; coordinates review and updates of post orders.

Within scope of contract and assigned duties; reviews appropriate expenditures including equipment, supplies, and vehicles; ensure invoices are correct, delivered and paid in a timely manner.

Ensures appropriate staffing levels, in collaboration with region management as necessary; ensures scheduling is handled effectively to meet client requirements while controlling labor costs.

Provides input to company initiatives; promptly assists in the resolution of legal, financial, human resources, and administrative issues. Builds and facilitates teamwork and partnerships and the implementation of progressive change.

Participates in professional associations or state license authorities' activities as requested. Identifies and utilizes networking opportunities with existing clients and other NAMs

A D D I T I O N A L K E Y S U C C E S S A C T I V I T I E S

Keeps informed of industry trends through benchmarking, participation in professional associations etc. in order to lead to appropriate solutions.

Maintains a positive, professional environment in full compliance with applicable laws, regulations, policies and procedures; acts to ensure that employees understand and comply with applicable laws, regulations, policies and procedures.

Performs additional functions, duties and specific tasks of a similar nature and scope as necessary in order to achieve assigned business objectives.

Minimum Requirements

MINIMUM QUALIFICATIONS AT ENTRY

Additional qualifications may be specified and receive preference depending upon the nature of the position

Basic Qualifications

• U.S. Citizenship preferred
• Ability to acquire and maintain the required level of government Security Clearance.
• Ability to acquire and maintain any other specific special clearances/access requirements.

Education/Experience

• High school Diploma / GED
• Bachelor's Degree in Business, Criminal Justice or other complimentary discipline is preferred, or equivalent experience
• Five (5) years of progressively responsible management experience in a professional business environment or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company.

Background Prerequisites

Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey, in addition to any mandatory licensing requirements

Competencies (as demonstrated through experience, training, and/or testing)

• Advanced computer skills in Microsoft PowerPoint, Word, and Excel.
• Good interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.
• Ability to interpret and carry out instructions furnished in written, oral, or diagrammatic form.
• Thorough understanding of standard office procedures and practices.
• Ability to communicate effectively over the telephone in a courteous manner.
• Must be able to professionally represent our company and our industry. Knowledge of or ability to learn security operations and procedures.
• Ability to think strategically, synthesize business/financial data, develop innovative solutions and promote legal and ethical practices.
• Ability to see, hear, speak, and write clearly to communicate with employees and clients.
• Ability to plan, organize, and manage simultaneous projects and handle multiple tasks concurrently.
• Ability to perform duties with little supervision and exercise independent judgment, and handle projects responsibly, take initiative and achieve results.
• Ability to be an effective team member.
• Ability to adapt to changes in the external environment and organization.
• Ability to foster a culture of trust, equal opportunity, teamwork, responsibility, high expectations, and open communication with our internal and external customers and employees.
• Ability to maintain composure in dealing with authorities, executives, clients, staff, and the public, occasionally under conditions of urgency and in pressure situations.

WORKING CONDITIONS (Physical/Mental Demands)

With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions. In addition to other demands, the demands of the job include:

• Handling and being exposed to sensitive and confidential information.
• Maintaining composure in dealing executives, staff and clients.
• Required ability to handle multiple tasks concurrently.
• Frequent sitting, standing and walking, which may be required for up to 8 hours per day and may involve climbing stairs and walking up inclines and on uneven terrain.
• Frequent speaking and hearing.
• Occasional reaching with hands and arms, stooping, kneeling, crouching and crawling.
• Frequent lifting and/or moving up to 15 pounds and occasional lifting and/or moving up to 30 pounds.
• Close vision, distance vision, and ability to adjust focus.
• May be required to use vehicle in the performance of duties.
• May be exposed to or required to handle sensitive and confidential information.
• Frequent computer usage.
• Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey.
• Ability to travel as business needs dictate

The salary range is $100,000-$150,000

A Word about EEO, Pay Transparency and Other Requirements....

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

VA License Number: 11-4665