Customer Account Specialist – United States / Canada

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!

Role Summary:

As a Customer Account Specialist, you will have a unique opportunity to be a part of an amazing team working an impactful role supporting Magnet’s customer support, sales, and product license management teams. The primary responsibility will be troubleshooting challenges with customer accounts and licenses, ensuring the customer has a perfect experience when interacting with Magnet and our products. An ideal candidate possesses a passion for finding and fixing issues coupled with being a master sleuth, a relentless puzzle solver, and an independent thinker.

We are more interested in finding the right person than perfectly aligning with any list of skills

Role Responsibilities:

Maintain customer accounts within Salesforce and a custom license server

Troubleshoot, identify, and resolve errors in licenses, contract terms, and account access

Investigate leads to permit appropriate account access

Support account management and technical support for customer success

Document troubleshooting best practices

Analyze large volumes of account and contact data for patterns and trends

Perform other related duties as assigned

Our Perfect Candidate has the following:

Ability to work independently and with remote teammates in different time zones

Military or Law Enforcement experience at any level is highly valued for this role

Experience using Salesforce (2+ years preferred)

Experience writing and communicating procedure and policy documents

Experience working with cross functional teams across an organization

Experience leveraging open-source tools in investigations

Familiarity with using a SSO solution, preferably Okta

Familiarity with SaaS licensing support

No travel required, but optional travel for corporate events may be available

The Most Important Thing

We’re looking for candidates that can provide examples of how they 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 or 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.

Compensation & Benefits

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).

Compensation Range:

MIN: $58,100 – MID: $83,000 – MAX: $99,600 Currency: USD

MIN: $56,700 – MID: $81,000 – MAX: $97,200 Currency: CAD

Magnet is proud to offer benefits such as:

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.