Key Account Customer Service Specialist

As a Key Account Supporter, 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.

Key Responsibilities

Customer Relationship Management:

• 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.

Case & Process Management:

• 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.

Proactive Support & Reporting:

• 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.

Cross-Team Coordination:

• 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.

Requirements

Education & Experience:

• 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.

Skills & Competencies:

• 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.

Technical Proficiency:

• 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.

The Office  

We have just moved to our state-of-art HQ in Hørsholm, located at DTU Science Park. We take great pride in the building we designed! The office features bright meeting rooms, coffee areas to catch up with colleagues, a large testing arena with simulators available for employees and a fitness centre, everything surrounded by a beautiful forest and respecting the environment. We made sure to utilize the newest technologies to be energy efficient and be mindful of ventilation and sound propagation.

The cherry on top is our canteen: with an indoor and outdoor area to