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.
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.
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.
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Since 2003, TrackMan has been on the forefront of providing reliable performance data solutions and industry-leading innovation to customers all over the world. Our products are used by professional and amateur athletes in a broad spectrum of sports, ranging from the popular segments of golf, baseball, and tennis, to more unique disciplines like the Olympic Game's hammer throw and shot put. TrackMan’s proprietary, radar-based technology drives the next generation of performance analysis and statistics. Not only does the TrackMan provide a seamless user experience across multiple devices, but TrackMan’s data is also instantly displayed for analysis or entertainment purposes. Being it for gaming or performance purposes, any player now has the possibility to unleash his/her full potential through our technology.
Golf
TrackMan is the choice of the golf industry's top players, coaches, club fitters, and equipment manufacturers. TrackMan is also used by the world's largest broadcast companies from the Golf Channel to BBC, and CNN World. With a more interactive experience for viewers and players, TrackMan improves all levels of play, from the pros to the weekend golfer.
Baseball
We work with the best in baseball, including every MLB team, many of the top Japanese and Korean professional teams, dozens of the best NCAA teams, and all of the leading US amateur baseball organizations. Now, players at all levels can measure, evaluate, and interact like the pros.
Careers
We know that great people make great products. At TrackMan, we believe that diversity in perspective and background are the key to spark innovation. With a focus on the customer’s experience, integrity in our daily work, and collaboration with our team we create an atmosphere that’s fun and exciting to work in. That’s why we try to hire people based on those values, and that's also why our organization represents people from many different continents, making TrackMan a global and diversified company.
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