Customer Success Escalation Lead – USA
Magnet Forensics(1 month ago)
About this role
The Customer Success Escalation Lead – Onboarding at Magnet Forensics supports new and expanding customers through the early stages of adopting Magnet’s digital investigation products. The role focuses on delivering structured technical onboarding, initial deployments, and ensuring customers quickly realize value from the solutions. It acts as a technical resource for Customer Success and other internal teams to secure a strong technical foundation and smooth transition to steady-state use. The position contributes to improving onboarding processes and customer experience through close collaboration and feedback sharing with internal stakeholders.
Required Skills
- Technical Onboarding
- Product Configuration
- Workflow Validation
- Customer Training
- Product Demonstrations
- Technical Communication
- Customer Engagement
- Stakeholder Collaboration
- Risk Identification
- Issue Escalation
+14 more
Qualifications
- College Degree in Engineering
- College Degree in IT
- College Degree in Computer Science
- Diploma in Engineering
- Diploma in IT
- Diploma in Computer Science
- CompTIA Network+
- CompTIA Security+
- AWS Cloud Practitioner
- Azure Fundamentals
+6 more
About Magnet Forensics
magnetforensics.comNew Relic is a SaaS observability and telemetry platform that helps engineering and operations teams monitor, debug, and optimize applications and infrastructure in real time. It offers application performance monitoring (APM), distributed tracing, logs, metrics, synthetic monitoring, alerting, a unified dashboarding experience, and a query language (NRQL) for ad‑hoc analysis. With agent-based instrumentation and support for OpenTelemetry, New Relic targets developers, SREs, and ops teams needing full‑stack visibility, collaboration, and cost-aware usage models. The platform also includes applied‑intelligence features to accelerate root‑cause analysis and surface actionable insights.
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