Customer Account Specialist - job 1 of 2

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 manage relationships between Customer Support, Sales, and Product License Management. Your primary responsibility is to document, manage execution and finalize resolution of account and licensing challenges to ensure customers have a seamless experience when interacting with Magnet. This role requires a passion for problem-solving, strong analytical skills, and the ability to think and work autonomously while balancing accuracy, efficiency, and customer satisfaction. You will also be responsible for leading mission critical projects with clear ownership, ensuring they are completed accurately and on time.

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

• 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

• 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

• 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.

• 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

• 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.

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.