Key Account Customer Service Specialist
Trackman, Phoenix, AZ, United States
Overview
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. Key Responsibilities
Customer Relationship Management:
Serve as the main point of contact for key accounts, ensuring consistent and personalized support, maintaining professionalism, quality, and empathy. Customer Relationship Management:
Conduct proactive outreach, including scheduled check-ins, to address issues, provide updates, and reinforce customer confidence. Customer Relationship Management:
Educate customers on product features, updates, and troubleshooting steps to empower them to utilize Trackman products fully. Customer Relationship Management:
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. Case & Process Management:
Collaborate with internal teams (Support, Sales, HQ, and Product) to identify and escalate complex customer issues efficiently, to secure resolutions in a timely manner. Case & Process Management:
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. Proactive Support & Reporting:
Conduct quarterly readiness checks, and training sessions for key account facilities. Proactive Support & Reporting:
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. Proactive Support & Reporting:
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. Cross-Team Coordination:
Standardize key account support processes across global teams to ensure consistency and efficiency. Cross-Team Coordination:
Assist in the development of internal resources and best practices for supporting high-value customers. Job 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.
#J-18808-Ljbffr
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. Key Responsibilities
Customer Relationship Management:
Serve as the main point of contact for key accounts, ensuring consistent and personalized support, maintaining professionalism, quality, and empathy. Customer Relationship Management:
Conduct proactive outreach, including scheduled check-ins, to address issues, provide updates, and reinforce customer confidence. Customer Relationship Management:
Educate customers on product features, updates, and troubleshooting steps to empower them to utilize Trackman products fully. Customer Relationship Management:
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. Case & Process Management:
Collaborate with internal teams (Support, Sales, HQ, and Product) to identify and escalate complex customer issues efficiently, to secure resolutions in a timely manner. Case & Process Management:
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. Proactive Support & Reporting:
Conduct quarterly readiness checks, and training sessions for key account facilities. Proactive Support & Reporting:
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. Proactive Support & Reporting:
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. Cross-Team Coordination:
Standardize key account support processes across global teams to ensure consistency and efficiency. Cross-Team Coordination:
Assist in the development of internal resources and best practices for supporting high-value customers. Job 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.
#J-18808-Ljbffr