Trackman

Key Account Customer Service Specialist

Phoenix, Arizona, United States

Sponsorship not specifiedDetected 182 days ago

LinuxComputer VisionSalesforceCRMOnboardingCustomer SupportZendeskSensorsCommunicationCollaborationProblem SolvingMicrosoft Office

About the role

You will act as the primary point of contact for key accounts while optimizing case management and customer experience.
Conduct proactive outreach, including scheduled check-ins, to address issues, provide updates, and reinforce customer confidence.
Facilitate customer onboarding for new hires and new products.

Customer Relationship Management: Serve as the main point of contact for key accounts, ensuring consistent and team-personalized support, maintaining professionalism, quality, and empathy.
Case & Process Management: Oversee and track support cases related to key accounts, ensuring timely resolution and communication.
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.
Identify and share key customer feedback with internal teams to drive product improvements.
Standardize key account support processes across global teams to ensure consistency and efficiency.
Ability to manage multiple cases efficiently and prioritize tasks in a fast-paced environment.

Proficiency with the Windows OS, computer systems, networking systems, and general knowledge of the Linux Ubuntu OS.
Technical Proficiency: Familiarity with support software (e.g., Zendesk, Salesforce) and technical documentation.
Proficiency in Microsoft Office applications and collaboration tools is essential for effective communication, teamwork, and presentation of technical information.

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.
TVs, Projectors, Monitors, Laptops, and Mobile Devices.
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.

Education & Experience: Proven experience in technical support or product support roles, preferably within the technology or sports industry.
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.

Educate customers on product features, updates, and troubleshooting steps to empower them to utilize Trackman products fully.
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.
Assist in the development of internal resources and best practices for supporting high-value customers.

This listing is sourced directly from Trackman's careers page and normalized into a canonical job model.