Account manager

  • Location: England
  • Job Function: Guarding
  • Job Type: Full-Time

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Job description and person specification

Summary details


Commercial Team

Job title:

Account Manager

Salary range:


Grade (if applicable):

Contract type (e.g. Perm/Fixed term):


Hours (e.g. full or part time):

40 hours per week

Detailed job description

Overall purpose:

Amberstone provides integrated security solutions through the provision of technology products and manned guarding resources. Our security solutions bridge the gap through the provision of risk based integrated security solutions, deployed through our unique Amberstone Risk Modelling tool. Products combine to provide a best return on investment made by our varied client base, with Amberstone sharing strategic best practise wherever possible to the benefit of all clients, reducing risk and costs wherever possible. Amberstone security solutions provide a best return on investment when integrated together.

The overall purpose of the Account Manager (AM) is to develop, build relationships, maintain and grow all company business verticals with defined Amberstone clients, whilst ensuring that quality of service is consistently delivered following the principles of the company 5R’s & 5M’s working practices as well as our central client focus of a risk-based approach for its customers.

Main duties / key responsibilities:

Responsible for meeting both annual and monthly sales revenue objectives set by the business in its core activities. This will be achieved by driving through sales revenues from defined clients. Also responsible for cultivating, developing and managing first class relationships across the spectrum within assigned accounts. The job holder will follow the four key areas of Account Management by understanding and delivering the pillars of:

  • Strategic Services, Sales & Innovation
  • Support Services
  • Operations
  • Special Projects

You must hold a sound understand of CCTV systems more specifically Lenel software & Bosch cameras if possible but not essential.

The job holder will follow the Account Management DILO (Day In the Life Of) principles which are:

  • Sales Target: As a minimum achieve the sales target laid down by their line manager. It is desirable to exceed that minimum standard whenever possible.
  • Commercial awareness of P&L: To achieve the maximum profit return in a commercial market for the services the group offers for both installation and service contracts and indeed identify further profit opportunities.
  • Accurate forecasting of sales: To accurately forecast when sales will arrive into the business and anticipate invoice dates on a monthly, quarterly and annual basis.
  • Reporting: To complete weekly on a day specified by their line manager, a detailed report of the week’s activity (quotes generated, opportunities, customer meetings, relationships) and a forecast of the appointments/activity planned to be completed the following week. This may either by a report filled in or online.
  • Growth: To actively seek out opportunities both with existing and new prospective customers to expand the business turnover.
  • Synergy: To understand the client specific risk-based profile generating integration between technology, people and data using insights and standard specifications to achieve this. In addition they will create a Client Strategy plan that will map the delivery, development, strengths and weaknesses that we have with that business to ensure that we deliver against their expectation, exploit any opportunities that we may have with that client, mitigate any risk and also demonstrate how we may enhance our relationships within that business to maximise long term relationships. This will be presented and signed off by Management on initial completion and reviewed regularly by their line manager.
  • Support the surveyors in carrying out their tasks by ensuring that they understand the client specification, equipment to be utilised and utilised costings to be used in pricing these works. To ensure that care and accuracy is taken when completing surveys (whether by the surveying team or themselves) and costing work and ensure the correct margins are utilised that are agreed for that client by management. In addition, they may be required to carry out the specifications themselves from time to time and should understand the build-up of technology that makes up their client systems.
  • Work closely with the Operations delivery teams to ensure key tasks under the 5R delivery model are achieved for their customers.
  • Create the specification, have oversight via the Operations team and by utilising company data insight packages that the clients are getting the right roles are being created and reviewed against risk as agreed with the client (by means of grading against risk profile, ensuring training and induction programmes are iniated, sites individuals/team have the correct assignment instructions via tablets and hard copy and all sites are correctly set up on Timegate), right officers (in terms of training, correct qualifications, uniform), right place (by ensuring rostering is correct, ongoing recruitment is undertaken), at the right times (Timegate rostering and shifts are set up correctly, tablets are being utilised, ad hoc requests being fulfilled) are being covered and at the right price by ensuring that the correct charging is being utilised for clients.
  • Support and have oversight of any Mobilisation process to ensure the Operations and associated teams are meeting the key milestone dates associated within the contract go live. They will fully understand the 5M methodology of delivery in addition.
  • Ensure that we will approach the customer to deliver personal based on a risk rating perspective for their estate to ensure best value vs right coverage with the right service.
  • Escalation of any issues regards training shifts, FTC, travel costs are ensured to be within budget etc. and that we are delivering the right service into our clients with regard to our own various SLA requirements.
  • Ensure that the client’s service requirements are being managed in-line with their SLA and KPIs. To ensure that all scheduled maintenance visits are completed as per NSI guidelines working with the service department. To ensure that all customer portals or reporting systems are maintained up to date by both Amberstone and the client. To ensure the electronic service desk reporting system (CASH) is set up with the customers correct contract terms around SLA and KPI reporting and compliance and that the team fully understands the service and monitoring requirements of that client. They will also ensure that the correct invoicing methodology is in place, with specific focus around Comprehensive Contracts.
  • Support and have oversight of any Mobilisation process to ensure the Operations and associated teams are meeting the key milestone dates associated within the contract go live. They will fully understand the 5M methodology of delivery in addition.
  • To have oversight to ensure that our customers’ expectations and contractual obligations are understood and met by our Operational teams. As well as ensuring the correct paperwork is in place for the works to commence along with NSI Gold standard paperwork elements and official client order.
  • To be the day to day point of contact for our clients, to help develop a close working relationship between the companies; identify and network new relationships; and effectively manage communication between both organisations. Attend weekly/monthly/quarterly meetings with clients to discuss delivery, SLA/KPI performance and identify any further opportunities and relationships that need to be formed within that business. From time to time, that could also include attending forums, social events, exhibitions with the client in line with our company policy in that regards.
  • To ensure that our customers pay for the works that are completed within the agreed contract terms and do as necessary to ensure payments are received. This may also involve escalating internal issues to ensure they are rectified in a timely manner.
  • To complete all of the necessary paperwork and administration tasks associated with the account management of each client to the necessary legal, industry and Company standards. This also includes all internal paperwork in relation to expenses, mileage reports etc.
  • Ensure that the agreed training requirements are understood and delivered in relation to services for that client. They will also make themselves available for all internal training that the business may offer them as required. This will be at a minimum CASH, Timegate and our Business Insights Dashboards.
  • Is aware of and adhere to all Company policies in particular in relation to Health & Safety and Equal Opportunities
  • To introduce the latest solutions and methodology into our existing customer base that will add benefit to their business. The job holder will also be expected to keep at the leading edge of the industry by keeping abreast of all industry, product, service and legislative opportunities and developments and to ensure they are communicated to our customers and shared with colleagues where appropriate.
  • Embrace company’s core values and principles in order to achieve the overall mission of the organisation. Take personal responsibility for their own career development by continually assessing and adjusting personal performance and behaviour against the criteria laid out in the organisation’s competency framework.
  • It is critical that the job holder has comprehensively good working internal relationships with all departments and at all levels within the Company to ensure that they can deliver the 5R model and Company ethos effectively, whilst making sure best practice is maintained. These progressive relationships will be based on a can-do attitude with a positive and thoughtful style in ensuring effective communication is achieved on each and every occasion, always ensuring that client service remains at the centre of what we do.
  • In the case of a new initiative, technical solution or working methodology, the AM will prepare a proper scoping document detailing the requirements, objectives, cost, return, reward and any other required information, to ensure that every client project is delivered successfully, on time, to specifications and on budget to maximise success and profitability, and to have oversight, along with the customer, of ongoing successful implementation.

Additional information:

KEY DUTIES AND RESPONSIBILITIES – Other duties may be assigned as per the needs of the business.

This role is based from home, you will be expected to attend HQ at Great Chesterford, Cambridgeshire and also client sites across the UK when needed.

Equality & Diversity

Amberstone Technology values the diverse skills and experience of its employees and is committed to achieving equality of opportunity for all. Our objectives are that all individuals shall have equal opportunities for employment and advancement on the basis of their skills, aptitudes and abilities. Amberstone Technology is committed to the engagement and retention of the best possible talent and to creating an environment that encourages excellence through good equalities and diversity leadership and management.

Responsibilities & Requirements

Job descriptions should be reviewed on a regular basis. Any changes should be made and agreed between you and your manager.

The above lists are not exhaustive, and you are required to undertake such duties as may reasonably be requested within the scope of the position. All employees are required to act professionally, co-operatively and flexibly in line with the requirements of the position.

Person requirements

Education / Qualifications / Training required:

Essential: n/a A good general level of education to A level Standard

Desirable: Educated to Degree Level in a relevant subject

Previous work experience required:

Essential: At least five years’ experience in either successfully delivering similar services of a similar type within a risk-based approach environment and practical evidence of success in this field or in Loss Prevention field with experience of successfully facilitating and delivering said services operationally along with a return on investment-based approach.

Desirable: Demonstrable successful record in delivering return on risk-based solutions that have delivered proven results with a straight forward provable ROI.

Knowledge and experience:

Essential: Expansive Loss Prevention knowledge in the Retail/Leisure sector.

Desirable: Widely networked individual with known credentials and 1st class reputation. Experience of managing a P&L and delivering on budget.

Personal skills/behaviours/qualities:

Essential: Knowledgeable on the Loss Prevention marketplace, strong communication skills in all media and at all levels, goal/results orientated, exceptional customer centric relationship-oriented approach, P&L literate, self-motivated, approachable and confident, computer literate (word, excel, PowerPoint, outlook etc.), ability to prioritise, consultative approach, attention to detail and supportive.

Additional information:

Full clean driving licence required for driving in the UK

Date Posted: 03 Jul 2022

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