Key Account Customer Service Specialist

Trackman A/S•Phoenix, AZ

20h

About The Position

As a Key Account Customer Service Specialist, you will play a crucial role in strengthening relationships with high-value customers by ensuring seamless support, proactive communication, and exceptional service delivery. You will act as the primary point of contact for key accounts while optimizing case management and customer experience. Join the home of a powerful sports brand and a one-of-a-kind technology Our proprietary technology is based on expert knowledge about radar, computer vision, data, and software engineering. Our solutions are developed by specialists who endlessly explore and challenge new technical boundaries. Trackman’s blend of cutting-edge technology, sports, and continued growth make our company an outstanding place to work. Our work culture is entrepreneurial, ambitious, and rewarding as you get to collaborate with inspiring colleagues and interact with the leaders of golf, baseball, and football. Based on a unique brand reputation, we are proud of working in close partnership with the top athletes, organizations, and teams that rely on our technology to stay ahead of the race. We are a Danish company founded, owned, and managed since 2003 by three entrepreneurs with a strong passion for sports. Today, we have a global footprint with our headquarter located in Denmark and offices in New York, Phoenix, Poland, Tokyo and Seoul. We employ over 700 people worldwide, half of which work in Denmark, where most hardware and software products are developed, tested and manufactured. Where innovation happens At Trackman, we know that great people make great products. We believe that teams thrive and innovation sparks in an atmosphere where people are encouraged to think for themselves, where everybody’s voices are heard, and where the best ideas prevail in the pursuit of the exceptional solution. This mix is what makes Trackman an inspiring company – for our customers and our colleagues.

Requirements

Proven experience in technical support or product support roles, preferably within the technology or sports industry.
Ability to manage multiple cases efficiently and prioritize tasks in a fast-paced environment.
Experience with remote troubleshooting, diagnostics, or technical support.
A bachelor's degree in a relevant field such as Information Technology, Computer Systems, or Sports Management is preferred. Alternatively, candidates with at least two years of experience in technical support or a related field will also be considered.
Familiarity with sports technology, particularly golf, baseball, or similar fields.
Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve complex technical issues.
Excellent communication skills, both verbal and written, with a focus on internal communication between teams.
Familiarity with support software (e.g., Zendesk, Salesforce) and technical documentation.
Proficiency with the Windows OS, computer systems, networking systems, and general knowledge of the Linux Ubuntu OS.
Knowledge of technologies, for example: TVs, Projectors, Monitors, Laptops, and Mobile Devices.
Proficiency in Microsoft Office applications and collaboration tools is essential for effective communication, teamwork, and presentation of technical information.

Responsibilities

Serve as the main point of contact for key accounts, ensuring consistent and team-personalized support, maintaining professionalism, quality, and empathy.
Conduct proactive outreach, including scheduled check-ins, to address issues, provide updates, and reinforce customer confidence.
Educate customers on product features, updates, and troubleshooting steps to empower them to utilize Trackman products fully.
Facilitate customer onboarding for new hires and new products.
Oversee and track support cases related to key accounts, ensuring timely resolution and communication. Secure correct overview in cases, and that documentation is updated.
Collaborate with internal teams (Support, Sales, HQ, and Product) to identify and escalate complex customer issues efficiently, to secure resolutions in a timely manner.
Maintain accurate records of customer interactions, issues, resolutions, and proactive engagements.
Lead bi-weekly meetings with key accounts to provide status reports on open cases, software releases, feature updates, and product insights. Ensure that support management is aware of any needed attention at all points.
Conduct quarterly readiness checks, and training sessions for key account facilities.
Establish and maintain a “red carpet” priority support process, ensuring key accounts receive prompt assistance, as well as ensuring global support awareness to the customers.
Identify and share key customer feedback with internal teams to drive product improvements.
Act as a liaison between Customer Service, Sales, HQ, and Technical Teams to ensure alignment to customer needs.
Standardize key account support processes across global teams to ensure consistency and efficiency.
Assist in the development of internal resources and best practices for supporting high-value customers.