Customer Success Escalation Lead - Remote

Overview

As a Customer Success Escalation Lead at Magnet Forensics, you will play a pivotal role in ensuring customer satisfaction and success through expert guidance and support in digital forensic tools.

In Short

• Serve as the product and industry expert for the Customer Success Management team.
• Perform onboarding activities for customers.
• Collaborate with Customer Success Managers to address customer needs.
• Advocate for customer feedback within the organization.
• Conduct product demonstrations and presentations to clients.
• Act as the escalation liaison between CSMs and Technical Support.
• Provide technical expertise and training to CSMs.
• Maintain understanding of market trends and competitive landscape.
• Contribute to community interaction and customer experience improvement.
• Draft and maintain internal resources for CSM team.

Requirements

• Degree in Engineering, IT, Computer Science, or equivalent experience.
• 5-7 years of experience with forensic tools and software.
• Experience in private sector Incident Response workflows is desirable.
• Strong presentation and communication skills.
• Ability to translate technical knowledge for different audiences.
• Team player with a customer-focused attitude.
• Certifications in IT and Digital Forensics are preferred.

Benefits

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