Customer Success Escalation Lead – EMEA/APAC - Remote

Overview

As a Customer Success Escalation Lead at Magnet Forensics, you will play a crucial role in ensuring customer satisfaction and success through effective onboarding and technical support.

In Short

• Serve as a product and industry expert for the Customer Success Management team.
• Perform onboarding activities for customers.
• Collaborate with Customer Success Managers to tailor solutions.
• Advocate for customer needs within the organization.
• Provide technical expertise and guidance.
• Conduct product demonstrations and presentations.
• Act as the escalation liaison between CSM and Technical Support.
• Detect early warning signs of negative customer interactions.
• Contribute to Magnet's User Communities.
• Draft and maintain internal enablement resources.

Requirements

• Degree/Diploma in Engineering, IT, Computer Science or equivalent experience.
• 5-7 years of experience with digital forensic tools.
• Experience managing deployments in complex network environments.
• Strong presentation and communication skills.
• Ability to translate technical knowledge for different audiences.
• Team player attitude.
• Certifications in IT and DFIR are preferred.

Benefits

• Generous time off policies.
• Competitive compensation.
• Volunteer opportunities.
• Reward and recognition programs.
• Healthcare and retirement benefits.