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From the ice rink to working with customers – after 14 years and 5 different roles, the customer is still No. 1
Jouni Karhunen enjoys working with customers. He is a Key Account Manager at Enfo’s office in Kuopio, where he has worked for the last 14 ½ years.
Jouni’s path to Enfo started in January 2008 at his local ice hockey arena. There, a friend of a friend told him about an opening for a Network Specialist at Enfo, where he worked. Jouni ended up applying for the job and was asked to come in for an interview. In February 2008, Jouni started his career as a specialist without having a clue about what his future at Enfo would entail.
Working in IT was a childhood dream
When Jouni was young, he was fascinated by his dad’s MikroMikko 5 computer. This early interest in computing sparked the idea of working in IT, which is why Jouni ended up studying telecommunications engineering at Savonia University of Applied Sciences in Kuopio. Jouni’s job at Enfo was his first in the field. He later transferred to Enfo’s Service Center, where he worked for four years, making his way up to level 2 of the workstation support division. His duties were diverse: for example, he edited and published GPO settings in customer environments, provided long-term set-up services, monitored and fixed information security vulnerabilities, and solved more extensive technical issues. Jouni was also responsible for the end-user mobile support provided to Symbian, Android and iOS devices.
During his years at the Service Center, Jouni became increasingly interested in the position of Service Manager. “I understand the everyday life of specialists,” Jouni explains. After the years he had spent at Enfo, he could make good use of the know-how that he had gained, since he was already familiar with the services, processes, service owners, back-end systems, and the necessary ITIL-compliant procedures and processes. Jouni was also motivated by the opportunity to further improve his customer contacts and attend important meetings and events. For Jouni, customer trust is everything. While Jouni did not land the position of Service Manager on his first try, he was not discouraged. He applied again later, and this time it all worked out. Jouni worked as a Service Manager until the beginning of 2022. As a Service Manager, Jouni collaborated often with Key Account Managers. This gave him insight into what their job was like, which inspired Jouni’s next career goal. This spring, Jouni applied for the position of Key Account Manager. He got the job, and Jouni believes that his long career at Enfo worked in his favor.
A customer-oriented attitude to service is key
Jouni can often be found at the office where he starts his mornings with a quick visit to the coffee machine before sorting through his inbox. The workdays of a Key Account Manager often consist of meetings with customers and the preparation work that they require. Being familiar with your customers’ business operations, customer agreements and development projects, as well as maintaining customer satisfaction and developing your partnership relations are key aspects of the job.
Jouni describes himself as a sociable guy who loves to interact with customers, participate in different customer events, and collaborate with coworkers. Jouni is motivated by the opportunity to find sensible resolutions that benefit his customers and their businesses. During his long career at Enfo, Jouni has noticed that his coworkers throughout the organization have been great people with incredibly versatile work experiences. Jouni emphasizes that his coworkers are always willing to help each other and that Enfo trusts its employees and provides them with opportunities to reach for new heights within the organization.
Jouni’s tip for anyone who is starting their career or aspiring to become a Key Account Manager is to have “a positive and customer-oriented attitude to service, the rest you can learn as you go!”
We are a Nordic IT service company enabling our customers’ data-driven business transformation. With our niche expertise in hybrid platforms, information management and applications, we bring together relevant data for more intelligent operations.
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