Customer Success Escalation Lead – NA

Who We Are; What We Do; Where We’re Going

Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.

Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.

With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.

If you think you would be the right person to join our team working towards this goal, we would love to hear from you! 

Your Role:

As a Customer Success Escalation Lead you will be the key technical advisor, product advocate, escalations manager, and onboarding engineer for our Customer Success Management team. You will collaborate closely with Customer Success Managers to understand and address customer adoption requirements, ensuring a seamless onboarding experience. Your expertise in digital forensics and investigations will be crucial in advancing the Customer Success adoption cycle and ensuring both short and long-term success for our clients. This role involves building strong internal relationships with the CSM team and establishing a high level of trust with customers. You will report to the Customer Success Management Operations Leader.

• Serve as the product and industry expert for the Customer Success Management team;
• Perform onboarding activities, guiding customers through their adoption journey;
• Collaborate with Customer Success Managers to understand customer needs and tailor solutions accordingly;
• Advocate for customer needs and feedback within the organization to drive continuous product improvement and foster greater levels of product adoption;
• Act as the primary technical liaison between the CSMs and clients, providing in-depth product knowledge and guidance throughout the adoption cycle;
• Conduct comprehensive product demonstrations and presentations, showcasing features and benefits to clients clearly and concisely;
• You will serve as the escalation liaison between the CSM team and Technical Support. This involves clearly communicating expectations and conducting regular meetings with Technical Support to address and resolve any issues that arise;
• Offer technical expertise and guidance to CSMs, ensuring alignment with client objectives and industry best practices;
• Is a technical expert, actively engaged in more than one technology groups at an architecture level solutions;
• Provide technical training and support to CSMs on product updates, new features, and industry trends to enhance their understanding and ability to communicate the product's value effectively;
• Maintain a deep understanding of the competitive landscape and market trends;
• Collaborate with Support, QA, and CSM teams to ensure a seamless bridge between deployment and post-deployment activities;
• Serve as the escalation path for customer support issues, ensuring timely resolution;
• Detect early warning signs of negative customer interactions and collaborate with the CSM team and support management to ensure proactive engagement and resolution;
• Contribute to Magnet's User Communities to foster community interaction, improve customer experience, and share best practices;
• Draft and maintain internal enablement resources to equip the CSM team with simple, effective, and relevant talking points as our product line continues to evolve and improve.

• College/University Degree or Diploma in Engineering, IT, Computer Science, or equivalent experience;
• 5-7 years of experience using various computer, mobile, and cloud software solutions (e.g., AXIOM, IEF, FTK, Encase, XRY, GrayKey, GrayKey, FasTrak, DVR Examiner, Magnet Witness, Griffeye, VeraKey, Cellebrite, Oxygen, etc.);
• 5-7 years of experience working with or managing deployments of forensic tools within complex network environments;
• 5-7 years of experience working in investigations involving multimedia, with tools such as DVR Examiner, Magnet Witness, and Griffeye;
• Experience in private sector Incident Response workflows, EDR tools, or corporate internal investigations is desirable;
• Strong presentation skills and outstanding written and verbal communication skills;
• Driven to succeed with the ability to work well independently;
• Ability to translate technical knowledge for different audiences;
• Team player attitude who can support sales staff and customer questions;
• Multilingual is an asset but not required;
• Certifications two per IT and one for DFIR:
• IT: CompTIA certified, Network+, Security+ , AWS Cloud Practitioner, Azure Essentials, CCNA, CCNP, CCCA.
• DFIR: MCFE, MCGE/MCVK, CFCE (IACIS - Digital Forensics), GCIH (Sans - Incident Response).

• We’re looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences:
• CARE – We care about each other and our mission to make a difference in the world.
• OWN – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect.
• DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.
• EVOLVE – We are constantly innovating and exploring new ways to work together to make an impact with our work.

• The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you. If the compensation structure for the role includes an incentive component (ie. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable)

• MIN: $112,700  - MID: $ 161,000 - MAX: $193,200 USD

• Generous time off policies 
• Competitive compensation 
• Volunteer opportunities  
• Reward and recognition programs   
• Employee committees & resource groups  
• Healthcare and retirement benefits 

Here at Magnet Forensics, we are committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways.

Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. Please contact [email protected] should you require any accommodations.

All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment.

US Applicants: Magnet Forensics participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.