Key Account Support Specialist

Confidential

Hørsholm, Sjælland, Denmark permanent

Posted: January 30, 2026

Job Description

As a Key Account Support 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 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.

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