Global Account Manager in San Jose, CA at Securitas Security Services USA

Date Posted: 5/19/2020

Job Snapshot

Job Description

Job Code: 93515874170

Category: Manager-Professional


The Global Account Manager (GAM) serves as the key point of contact for the client and provides strategic direction and leadership for the assigned account.  The GAM manages the global security services and related operations, including client service, problem resolution, service enhancement, and account development. 


  • The functions listed describe the business purpose of this job or position.  Specific duties or tasks may vary and be documented separately.  An associate might or 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.
  • Associates 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, associates 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.  Associates 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 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, associates are required to request clarification or explanations from superiors or authorized company representatives.

 Directs or completes tasks associated with these areas of responsibilities:

1.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. 

2.Coordinates activity with and acts as liaison for Vice President of Global and National Accounts of respective vertical market to provide highest level of service for client; implements programs and initiatives as directed by Vice President of Global and National Accounts; reports to Vice President of Global and National Accounts of respective vertical market.

3.Coordinates and performs Security Risk Reviews of client facilities using industry best practices and client specific assessment tools. 

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

5.Identifies and utilizes networking opportunities with Securitas clients and other global/national account managers; Implements security industry “best practices”; Works with branch/site management to standardize processes, practices and service delivery for the account.

6.Implements key performance measures, tracking tools, scorecards and reporting methods in cooperation with branch, site and client managers to enhance security team effectiveness and performance.

7.Meets regularly with client and Securitas management representatives for account reviews; addresses any actual or potential problems; assists in preparation of RFP responses; negotiation of client contracts; provides support during client start-ups and transitions; supports security planning, assessments and surveys; coordinates review and update of global and local post orders; ensures contract compliance throughout the entire portfolio. 

8.Provides global 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; provides performance feedback, coaches associates, and carries out disciplinary actions, as necessary; supports staff as appropriate in carrying out their respective responsibilities.

9.Provides direct management of Regional Account Managers in other regions for the delivery of high quality service consistently in all client locations.

10.Participates in client strategic budget preparation for guard services and security system deployments.

11.Maintains a positive, professional environment in full compliance with applicable laws, regulations, policies and procedures; ensures that staff members understand and comply with applicable laws, regulations, policies and procedures.

12.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.

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

14.Provides input to company initiatives; promptly assists in the resolution of legal, financial, human resources, and administrative issues.

15.Builds and facilitates teamwork and partnerships and the implementation of progressive change.

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

17.Assists client in evaluation of global security needs and determines feasibility of delivery of requested or desired service; demonstrates understanding of and ability to operate in global business environment.

18.Develops global service network for client locations and establishes strong relationships with Securitas and with alliance partners; Coordinates, monitors and evaluates global service delivery; develops global best practices; applies National Accounts model to global service delivery. 

19.Coordinates, monitors and evaluates global service delivery; develops global best practices; applies National Accounts model to global service delivery. 

20.Assists Vice President in global RFI and global RFP responses for assigned client as required, including the development of pricing models and strategies; coordinates pricing information from all regions.

Job Requirements


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


Bachelor's degree and 10 or more years of experience in a field related to the security industry and/or business management, and progressively responsible experience in the security management, or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company. Certified Protection Professional (CPP) designation or Physical Security Professional (PSP) designation desirable.  Additional relevant experience can be substituted for the required education on the basis of one calendar year of experience for one academic year of education.

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

  • Understanding of security operations, loss prevention, investigations and systems integration.
  • Knowledge of business operations, management and human resources administration.
  • Use of personal computer and spreadsheet software.
  • Ability to synthesize and present business/financial data and develop solutions.
  • Planning, organizing and leadership skills.
  • Oral and written communications skills.
  • Strong customer service and service delivery orientation.
  • Ability to manage security operations at multiple sites dispersed over a wide geographic area.
  • Ability to interact effectively at various social levels and across diverse cultures.
  • Ability to be an effective leader and member of project teams.
  • Ability to facilitate progressive change.
  • Ability to take initiative and achieve results.
  • Ability to carry out multiple assignments concurrently.
  • Ability to adapt to changes in the external environment and organization.

Working Conditions and Physical/Mental Demands:

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

  • Maintaining composure in dealing with authorities, executives, clients, staff, and the public, occasionally under conditions of urgency and in pressure situations.
  • Successful passage of background, reference, behavioral selection survey, and controlled substance tests.
  • Ability to travel globally
  • Ability to travel as necessary to support client account, up to 80% travel. 
  • Ability to handle multiple tasks concurrently.
  • Handling and being exposed to sensitive and confidential information.
  • May require regular use of vehicle and frequent travel in the performance of duties.
  • Regular talking and hearing.
  • Frequent lifting and/or moving up to 10 pounds and occasional lifting and/or moving up to 25 pounds.
  • Occasional walking, reaching with hands and arms, stooping, kneeling, crouching and crawling.
  • Close vision, distance vision, and ability to adjust focus.
  • Conducting oral presentations and group meetings.
  • Directing, motivating, training, coaching, and disciplining staff in a positive manner.
  • Reading and analyzing reports and financial data, including related computer usage.
  • Responding on an on-call basis to emergencies and incidents at all hours.

Position Reports to: Vice President of Vertical Market

Classification History

Revised 3/21/12 (Global and National Accounts Group)

Revised 8/1/08