Trackman · 1 day ago
Key Account Customer Service Specialist
Phoenix, AZ
Full-time
Onsite
Entry, Mid Level
2+ years expTrackman is a Danish company specializing in sports technology and innovative solutions. The Key Account Customer Service Specialist will strengthen relationships with high-value customers by providing exceptional service, managing cases, and facilitating customer onboarding and education.
ManufacturingSoftwareSporting GoodsSports
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
Qualification
Required
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
Company
Trackman
TrackMan develops, manufactures, and sells 3D ball flight measurement equipment used in different sports.
501-1000 employees
Funding
Current Stage
Late StageRecent News
2026-01-13
Sports Business Journal
2025-11-24
2025-11-01
Company data provided by crunchbase