Customer Account Specialist

Magnet Forensics

1d•$65,000 - $90,000•Hybrid

About The Position

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. Youâ 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.

Requirements

Ability to work independently and with remote teammates in different time zones
Experience using Salesforce (2+ years preferred)
Experience writing and communicating procedure and policy documents
Experience working with cross functional teams across an organization

Nice To Haves

Military or Law Enforcement experience at any level is highly valued for this role
Experience leveraging open-source tools in investigations
Familiarity with using a SSO solution, preferably Okta
Familiarity with SaaS licensing support

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