BNMC is one of the region's growing IT support providers, committed to delivering outstanding service to our clients. We are currently seeking a Service Account Manager to join our expanding IT team. This is a great opportunity for someone who is eager to grow in a dynamic and supportive environment.
Company: BNMC (Bredy Network Management LLC)
Location: Woburn, MA
Position Type: Full-time, On-site
Role Overview: As a Service Account Manager, you will play a crucial role in ensuring client satisfaction and managing service tickets for BNMC's managed services customers. You will be responsible for overseeing Service Level Agreements (SLAs), MSP agreements, and ConnectWise service board management. Additionally, you will handle vCIO responsibilities for a set of clients and technology alignment teams, ensuring smooth operations and high-quality service delivery.
Key Responsibilities: - Client Satisfaction:
- Manage service tickets for the help desk, addressing both proactive and reactive responses for assigned managed services customers.
- SLA and MSP Agreement Management:
- Oversee and ensure compliance with Service Level Agreements and MSP agreements.
- ConnectWise Service Board Management:
- Handle incoming support tickets, conduct biweekly technical reviews, and manage Centralized Services / Network Operations Center (NOC) alerts.
- Perform maintenance, consulting, and administration functions, including daily checklists for backup and NOC review.
- Key Business Indicator (KBI) Collection:
- Collect and analyze time sheets, service and project metrics, and other corporate numbers as needed.
- vCIO Responsibilities:
- Act as a virtual Chief Information Officer (vCIO) for a set of clients, managing technology alignment teams.
- Lead Quarterly Business Reviews and oversee weekly/monthly scorecard requirements.
Qualifications: - Proven experience in service ticket management and client satisfaction.
- Strong understanding of SLA and MSP agreement management.
- Proficiency in ConnectWise service board management.
- Ability to collect and analyze Key Business Indicators (KBIs).
- Experience in vCIO responsibilities and technology alignment.
- Excellent communication and organizational skills.
- Ability to work independently and as part of a team.
Why Join BNMC? - Opportunity to grow in a dynamic and supportive environment.
- Work with a team committed to delivering outstanding service.
- Full-time, on-site position based in the Woburn, MA area.
If you are passionate about IT support and client satisfaction, and you meet the qualifications listed above, we encourage you to apply for the Service Account Manager position at BNMC.
Who We are: At New Charter, we're building a caliber of business the IT industry hasn't yet seen. We are Serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.
At New Charter Technologies, we're investing in our people - through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies.
Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We're the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we've embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success.
Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We're on a mission to make a difference, and we want you to be part of the story. Let's transform the world together and build a career that's as unique as you are.
We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today. Learn more here: Why New Charter.
New Charter Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.