Customer Account Specialist

Summary

Join Magnet Forensics as a Customer Account Specialist and become part of a team supporting customer support, sales, and product license management. Your primary responsibility will be troubleshooting customer account and license issues to ensure a seamless experience. The ideal candidate is passionate about problem-solving and possesses strong analytical skills. While experience with Salesforce and open-source investigative tools is preferred, Magnet Forensics prioritizes finding the right person over perfectly matching a skills list. The role involves maintaining customer accounts, troubleshooting license errors, investigating account access issues, and supporting account management and technical support. No travel is required, but optional travel for corporate events may be available.

Requirements

• Ability to work independently and with remote teammates in different time zones
• Experience writing and communicating procedure and policy documents
• Experience working with cross functional teams across an organization

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

Preferred Qualifications

• Military or Law Enforcement experience at any level is highly valued for this role
• Experience using Salesforce (2+ years preferred)
• Experience leveraging open-source tools in investigations
• Familiarity with using a SSO solution, preferably Okta
• Familiarity with SaaS licensing support

Benefits

• Generous time off policies
• Competitive compensation
• Volunteer opportunities
• Reward and recognition programs
• Employee committees & resource groups
• Healthcare and retirement benefits