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Head of Global Customer Care & Global Customer Experience at Tobii AB

Nexus Group – Global

Head of Support

During this time of period I was on Garden Leave and spend the time as a fulltime Dad with my newly born son.

Career Break

Full-time parenting

👉+30 FTEs & 3 Managers in Sweden, US, Japan, Ukraine, Taiwan and China.

🔷3 Teams: 
🔹Customer Care B2B
🔹Customer Care B2C
🔹Customer Experience Management

When Tobii decided to initiate the largest change in its history, I undertook the challenge of leading, merging, and transforming diverse teams into a cohesive unit within a Matrix Organization and Global Leadership. Additionally, I once more built a new team, the Customer Experience Management Team, from the ground up – bringing a proactive approach towards the organization.

Key-Achievments:
☑️	Successfully merged Tobii Pro & Tobii Tech Customer Care into 1 Division.
☑️	Transitioned into Matrix Organization
☑️	Implementation of a Global & Product independent process of measuring Customer Satisfaction
☑️	Established a Global Voice of the Customer program (VOC) 
☑️	Established cross-functional collaboration with the PM Organization to implement Feedback functionalities for end-users in our software applications.
☑️	Established different automation in HubSpot, Zendesk & Salesforce to onboard Customers.
☑️   Established a new department, "Customer Experience Management".
  
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🔷Global Customer Care – 22 FTEs:

Customer Care is divided into 2 departments.

🔹B2C (D2C/B2B2C)
➡️	The B2C Team is working towards larger consumers audiences. Our products are sold through our own website, on Amazon, JD.com but also integrated into our partners’ devices (e.g. Lenovo, Dell)

🔹B2B 
➡️	The B2B Team is working towards Universities, Marketing Research institutions. The B2B Team is a High-Touch function, providing in-depth Support, Remote-sessions, trainings as well as getting started sessions. 

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🔷Global Customer Experience Management – 6 FTEs:
 
➡️	The CX Team is following an "Outside-in Strategy," initiating proactive activities to enhance the customer experience. We focus on digitization, automation, content, onboarding, and measuring & presenting customer insights.

Tobii

👉 +20 FTEs in Sweden, Taiwan and China.

🔷3 Teams: 
🔹Customer Care 
🔹Order Management 
🔹Community Management

When Tobii decided to enter the consumer market, it was my responsibility to build and establish the Global Customer Operations Division from scratch. 
Global Customer Operation includes Tech Support, Order Management, Community Management, social media as well as Customer Trainings. We work towards B2B, D2C/B2C & B2B2C.

Manufactures such as Microsoft, Alienware, Acer and MSI integrate our HW technology and install our SW on their devices - which makes their customers to our users, and it is my teams responsibility to handle their experience when contacting Tobii. 

Key-Achievments:
☑️ Recruited +20 FTEs in 3 Countries
☑️ Established Customer Support in Taiwan
☑️ Established Customer Support in China
☑️ Conducted in-depth evaluations of available systems and solutions for customer operations, contributing to successful implementations
☑️ Defining and implementing tone of voices, ways of working, SOPs, processes, etc.

🔷Global Customer Care:
➡️ Handling Global Customer Support Cases for out own Eye Trackers as well as our B2B2C Business (e.g. ACER, Alienware)

🔷Order Management:
➡️ Order Fullfilment towards our B2C & D2C Business. We sell through our own Webshop as well as partners & resellers (Amazon, Microsoft Store, Webhallen, Inet and ~20 more)

🔷Community Management:
➡️ Work towards our Community both onlien and offline. Travel to Events such as Dreamhack, GDC etc - meet with ambassadors. Work and grow our Discord Community.

I travel frequently within US, Asia and Europe.

Head of Global Customer Operations - Tobii Tech

In my capacity as a Senior Technical Support Engineer (FAE) within Tobii's OEM Business Unit, my primary focus revolves around collaborating with major Original Equipment Manufacturers (OEMs) on a global scale. These manufacturers are typically in the midst of integrating or evaluating our cutting-edge technology.

My responsibilities extend to supporting the creation of prototypes, providing education on diverse use-cases, and imparting best practices related to our technology. Engaging with top-level executives, developers, and managers within major OEMs globally, I actively cultivate and maintain strong relationships.

Within the framework of this role, I seamlessly integrate into the OEM Sales team, taking on the additional role of Technical Sales during customer meetings. My direct reporting line is to the CEO of Tobii Group, underscoring the strategic importance of my position within the organization.

Regularly participating in international sales meetings, conferences, and tradeshows, I assume the role of an acting Spokesperson, representing Tobii Group. This multifaceted engagement not only showcases the depth of my technical expertise but also emphasizes my commitment to effectively communicating the value and capabilities of our technology on a global stage.

Senior Technical Support Engineer (FAE), OEM Solutions

Global Technical Support Engineer specializing in Eye Tracking for Assistive Technology

• Deliver comprehensive support for Eye Tracking hardware and software designed for Augmentative and Alternative Communications (AAC) to a global network of resellers, partners, and company associates.

• Lead the advancement of hardware and software products within the organization by leveraging customer feedback and insights, thereby contributing to continuous improvement.

• Actively engage in Reseller & Partner Meetings to foster collaboration and drive strategic initiatives

• Undertake global travel to provide hands-on assistance and backup at reseller locations, tradeshows, conferences, and other external events, ensuring seamless operations and support.

Global Technical Support Engineer, Tobii Dynavox 

During my tenure at NetJobs Group AB (publ) from February 2007 to March 2009, I held the pivotal role of Account Manager/Country Manager, contributing significantly to the establishment of a groundbreaking job market tailored for engineers in the German sector. As the first employee tasked with spearheading this initiative, I played a paramount role in shaping the website, refining sales processes, and ensuring compliance with German regulations.

With the foresight to recognize the unique demands of the German market, I undertook the comprehensive responsibility of structuring not only the platform but also cultivating a dynamic team. This involved the meticulous training and hiring of employees to align with our ambitious goals and adhere to the high standards set by the organization.

Functioning at the intersection of an Account Manager and Country Manager, my role encapsulated a wide array of responsibilities that significantly impacted the company's trajectory:

•     Business Development: My focus encompassed both client and partner acquisition, as well as the adept management of relationships with existing clients and partners.

•     Product Development: I led the charge in the development and successful launch of a specialized German job market catering specifically to engineers. The outcome was the establishment of http://www.ingenieurjobs.de.

•     Sales: I played a hands-on role in both inbound and outbound sales strategies, contributing to the company's revenue growth and market penetration.

•     Recruitment and Training: Recognizing the importance of a skilled and motivated team, I took charge of recruiting and training new employees, ensuring they were well-equipped to contribute to our ambitious objectives.

My multifaceted role underscored my ability to navigate complex responsibilities and drive strategic initiatives, ultimately laying the foundation for NetJobs Group AB's successful entry into the German market.

Konstantin Erkenswick