Customer Success Manager - Ottawa, Canada - Magnet Forensics

Magnet Forensics
Magnet Forensics
Verified Company
Ottawa, Canada

1 month ago

Sophia Lee

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Sophia Lee

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Description

Who We Are, What We Do, Where We Are 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 other IoT related devices.

We are continually innovating so that our customers can deploy advanced and effective tools to protect their communities, countries and companies.- Headquartered out of Waterloo, ON but with over 400 employees spread out globally, Magnet is continuing to expand and grow.

Where we are today, is not where we want to be tomorrow.
Your Team- We are a dynamic team who are passionate about the work we do.

We are inspired because our work makes a difference and there is a shared sense of purpose in our culture.

We work in multi-functional teams to regularly experiment, iterate, and deliver on new goals, pushing the boundaries in everything we do to bring elite digital forensics tools to law enforcement, government agencies, and corporations.- As the first Customer Success Manager for a new product, you'll work closely with Product Management, Engineering, Technical Support, and Customer Success to establish a success program that scales.- A quote from your leader- What You Will Accomplish- Act as both the Customer Success Manager and Technical Support Analyst for our new product Magnet IGNITE.


  • Develop an expert understanding of the product and the unique ways our customers use the product.
  • Provide exceptional customer service and support to both technical and nontechnical users, anticipating their future needs
  • Cement yourself as a trusted advisor to customers and drive continued value of our products, thereby promoting retention and loyalty.
  • Guide new customers through the onboarding process, including setting up and adding scan credits to accounts, conducting demos, providing targeted learning content, and answering any questions.
  • Report software defect and feature suggestions, and work closely with Engineering and Product Management to prioritize issues.
  • Partner with Sales in sales enablement activities, including leading prospective customer pitches and demos, developing strategies for growth within existing accounts, and acting as an invaluable resource during the sales process.
  • Partner with the Sales team to help guide customers through the renewal process.
  • Maintain detailed case and account notes in the CRM and keep the Account Executive informed of potential escalations
  • Build selfhelp resources for customers and internal users
  • Collaborate effectively with your team around the globe
  • What We Are Looking For
    indicators of success through skills they have developed and experience they have been a part of, than to find folks who have "been there, done that." We want to be a part of your development journey, and we'll learn as much from you as you learn from us.
  • There are a few must haves, but we will keep that list short:
  • University degree or diploma in Computer Science, Information Technology, Engineering, or equivalent relevant experience
  • 2+ years' experience in a customer success, account management, technical support, or equivalent role with a focus on customer satisfaction and retention in a software organization
  • Initiativetaking with a passion for delivering exceptional customer experiences
  • Excellent verbal and written communication skills
  • Knack for explaining complex concepts and theories to both technical and nontechnical audiences
  • High degree of resourcefulness, flexibility, and adaptability
  • Strong problemsolving skills and ability to prioritize work
  • Experience in the digital forensics field is a plus
  • Experience working in Salesforce CRM, including Service Cloud, is a plus
  • The Most Important Thing
    GRITy in their previous experiences:

Greater Good - We think beyond our own interests and strive to improve communities around the world. This demonstrates our passion for making a difference in the world.
Respect - We hold ourselves accountable through transparent sharing of information and we have faith in each other's abilities
Innovation - We lead the industry in excellence and reliability while keeping the user experience simple and relevant. We are not afraid to push the boundaries to stay ahead of our competitors.
Teamwork - We collaborate internally and externally, while caring about each other and listening to our customers.- _

  • 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._
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