Responsibilities
- Acting as the implementation’s technical main point of contact for our customers.
- Providing remote and in-person implementation & support to our customers across all of NoAM.
- Delivering remote and onsite implementation & technical support services to customers who purchased a field package.
- Managing your own segment of customers through the onboarding process and ensuring timely completion.
- Consistent communication with the customer on the status of the implementation and send reminders of upcoming training dates.
- Updating customer records in our CRM and other web-based tools to reflect project updates and timelines.
- Working closely and coordinating with internal and external resources to complete project-related tasks, such as the hardware installation, software integrations, etc.
- Using consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution.
- Working closely with other members of the Launch Services team, as well as the Manager and Team Lead, to best handle day-to-day situations to better customer experiences.
- Ensuring great customer satisfaction ratings.
Requirements
- Tech-savviness and a genuine interest in technology advancements, especially as it pertains to hardware and software.
- Strong knowledge of the Golf Industry.
- Intermediate knowledge of network infrastructures in a business environment.
- 3+ years of customer service experience in a technical support role.
- Excellent verbal and written communication skills in English.
- Polished presentation with impeccable people skills: ability to work with C-Level executives in person.
- Ability to handle multiple implementation projects at various phases in their customer journey.
- Ability to convey a customer-focused attitude.
- Proven troubleshooting skills.
- Ability to manage technical escalations of at-risk accounts and identify opportunities for growth.
Nice to Have
- Experience with the Retail, Hospitality or Golf industries.
- Technical background and experience in POS, SaaS, networking and/or software.
- Understands the sales cycle and customer journey in a SaaS environment.
- Experience with Hubspot.
- Experience with ChurnZero.
Work Arrangement
Hybrid
Team
Team size: 20. Structure: Launch Services Golf team
Additional Information
- Flexibility in your schedule to work: travel expected approximately 60% of the time.
- Possess a valid passport, driver's license, as well as have access to a vehicle to operate in this role.
