Service Account Manager

BSI is seeking a highly motivated Service Account Manager to lead customer relationships, oversee service and maintenance contracts, and drive operational excellence across a portfolio of security and communications systems accounts.

This role serves as the primary point of contact for customers and is responsible for contract performance, service delivery, customer satisfaction, renewals, and account growth. The ideal candidate combines strong client relationship management skills with experience supporting technical service organizations, security systems, or critical infrastructure environments.

Key Responsibilities:

Customer & Account Management

• Serve as the trusted advisor and primary point of contact for assigned customer accounts.
• Manage service and maintenance contracts from onboarding through renewal and closeout.
• Build and maintain long-term customer relationships through proactive communication and responsive support.
• Conduct regular account reviews, service performance meetings, and customer satisfaction discussions.
• Identify opportunities for contract expansion, system upgrades, and additional service offerings.

Service Operations & Contract Performance

• Coordinate preventive maintenance, corrective maintenance, service requests, and subcontractor activities.
• Partner with service technicians, project managers, and engineering teams to ensure timely issue resolution.
• Monitor service KPIs, SLAs, work orders, and contract deliverables.
• Support scheduling, dispatch coordination, and resource planning activities.
• Ensure accurate documentation, reporting, invoicing, and contract compliance.

Technical Service Support

• Support customers utilizing physical security technologies, including access control, video management systems (VMS), and IP-based security solutions.
• Coordinate escalation and resolution of complex technical issues.
• Facilitate seamless transition of projects into long-term operations and maintenance support.
• Collaborate with engineering and operations teams to improve service delivery and customer outcomes.

Qualifications:

Required

• Bachelor's degree in Business, Engineering, Management, Communications, or related field preferred.
• 3+ years of experience in account management, service management, contract administration, project coordination, or technical services.
• Experience managing service agreements, maintenance programs, or customer support contracts.
• Strong customer relationship management, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office, CRM platforms, ERP systems, and service management tools.

Preferred

• Experience supporting aviation, transportation, government, utility, or critical infrastructure customers.
• Familiarity with physical security systems, including:
• LenelS2, Genetec, AMAG, Software House, or similar access control platforms
• Milestone, Genetec, Avigilon, or similar video management systems
• IP networking and security technologies
• Experience with ticketing, dispatch, or field service management platforms.
• Industry certifications such as PMP, LenelS2, Genetec, Milestone, AMAG, or equivalent.

Why Join BSI?

• Work with industry-leading security and communications technologies.
• Support major airports, transportation agencies, government entities, and critical infrastructure clients.
• Join a growing organization with opportunities for advancement and professional development.
• Collaborative, team-oriented culture focused on innovation and customer success.
• Competitive salary, comprehensive benefits, and career growth opportunities.

If you're passionate about customer success, service excellence, and supporting mission-critical technology systems, we'd love to hear from you. Apply today and help BSI deliver solutions that keep critical infrastructure running safely and securely.