Client Portfolio Manager

$70,000 - $70,000/Yr

Allied Universal - Atlanta, GA

Part-time - Mid Level

Remote - Atlanta, GA

Administrative and Support Services

About the position

Allied Universal is currently seeking a Client Manager to lead a business segment in a designated region. The primary role of the Client Manager is to enhance client experiences, build long-term meaningful client relationships, and engage with employees that deliver our services in the field. The individual will meet or exceed operational goals by providing high-quality, professional, competent, and committed service and an outstanding client and employee experience. To support and ensure success in this role, we provide a comprehensive, week-long management onboarding course designed to provide best practices, tools, and guidance. The Client Manager will demonstrate the ability and willingness to enforce AUS policy, provide counseling, coaching, and personnel training. They will foster collaborative working relationships with Equifax and AUS director-level management, possess the capability to identify, solve, and effectively communicate security professional-related issues, and display proficiency in Winteam while training other Security Professionals (SPs) at different locations. The role requires dependability and accessibility at all times, especially during remote work days and off-duty hours. The Client Manager will also contribute to the recruitment, interviewing, and hiring process for candidates in the Atlanta, GA market, and must be willing to hold SPs accountable for their actions or inactions assigned to the portfolio. Additionally, the Client Manager will coordinate the development of Quarterly Business Reports (QBR), work closely with the Director of the Physical Security Operations Center on invoicing issues for all sites, and ensure that shifts are filled, officers are properly trained, and in proper uniform. They will set the direction, tone, and client-specific plan for achieving agreed-upon service levels and meeting actionable expectations for delivering measurable results. The role also involves engaging regularly with clients to share expertise to enhance the value of Allied Universal's offering and managing the delivery of services through subordinate teams. The Client Manager will coach, counsel, and develop assigned personnel to assist with their opportunity for advancement and enforce Allied policies as outlined by the handbooks and executive memos.

Responsibilities

• Demonstrate the ability and willingness to enforce AUS policy, provide counseling, coaching, and personnel training.
• Foster collaborative working relationships with Equifax and AUS director-level management.
• Identify, solve, and effectively communicate security professional-related issues.
• Display proficiency in Winteam and train other SPs at different locations.
• Navigate DOMO effectively and understand how to calculate SP market rates for client requests.
• Exhibit dependability and accessibility at all times, especially during remote work days and off-duty hours.
• Contribute to the recruitment, interviewing, and hiring process for candidates in the Atlanta, GA market.
• Hold SPs accountable for their actions or inactions assigned to the portfolio.
• Be in office at the JV White campus (Alpharetta) on Tuesday-Thursday.
• Learn the operation of the Physical Security Operations Center to best support the account.
• Coordinate the development of Quarterly Business Reports (QBR).
• Work closely with the Director of the Physical Security Operations Center on invoicing issues for all sites.
• Coordinate with regional account managers to ensure shifts are filled, officers are properly trained and in proper uniform.
• Set the direction, tone, and client-specific plan for achieving agreed-upon service levels and meeting actionable expectations for delivering measurable results.
• Focus on hiring, development, and retention of appropriate security officers and Operations Managers and Field Supervisors overseeing remote managed business.
• Communicate high service level expectations consistently to the team to ensure client and employee satisfaction and retention.
• Engage regularly with clients to share expertise to enhance the value of Allied Universal's offering.
• Assist in coordinating the day-to-day team effort of Operations Managers and other assigned personnel to ensure that services are delivered in a quality and cost-effective manner.
• Manage the delivery of services through subordinate team and fill in for them and the District Manager in their absence or as requested or required.
• Work with assigned personnel to ensure that all contractually scheduled hours are met with a minimum of unbilled overtime.
• Coach, counsel, and develop assigned personnel to assist with their opportunity for advancement/promotability.
• Utilize WinTeam for scheduling and billing, and to produce reports that require interpretation and action for effective business management.
• Enforce Allied policies as outlined by the handbooks and executive memos.
• Act as liaison between Allied Universal and the customer to foster customer intimacy, including travel to/from face-to-face meetings.
• Maintain confidentiality of all information and data.
• Keep records and prepare accurate and timely reports both manually and through automated methods.
• Maintain regular attendance to ensure avoidance of unpredictable, frequent and/or ongoing late arrivals and chronic tardiness.
• Perform other related duties and responsibilities as assigned or required.
• Actively participate in community and business-related organizations.

Requirements

• Bachelor's degree in Criminal Justice, Business Administration or a related field.
• Minimum three (3) years of experience in a service industry.
• Proven strong service orientation, excellent interpersonal, leadership and organizational skills.
• Ability to develop and grow client relationships.
• Ability to make decisions and conduct courageous conversations.
• Manage multiple tasks with ability to manage multiple priorities, complex situations, a diverse team of employees and client requirements on an ongoing basis.
• Excellent verbal and written communication skills with the ability to communicate in a timely manner any changes or recommendations that could have impact on our service image or brand.
• In-depth understanding of financial performance.
• Ability to work in a team-oriented management environment while having an entrepreneurial attitude.

Nice-to-haves

• Proprietary security services or military/law enforcement experience.
• Previous Customer Service, Account Management, Sales, Facilities Management, Military or Law enforcement experience.

Benefits

• Medical, dental, vision, basic life, AD&D, and disability insurance.
• Enrollment in our company's 401 (k) or Supplemental Income Plan, subject to eligibility requirements.
• Eight paid holidays annually, five sick days, and four personal days.
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.