Customer Account Specialist

Customer Account Specialist

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.

Role 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

Qualifications :

The Most Important Thing

Compensation & 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, color, 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. All offers of employment at Magnet are contingent upon satisfactory completion of a background check. 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.