Customer Success Escalation Lead – NA

What You Will Accomplish:

• 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.

Qualifications:

• 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).

The Most Important Thing:

• 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.

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

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