VP of Customer Experience and Technical Support
Magnet Forensics
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Waterloo, ON, Canada · Toronto, ON, Canada
Posted on Saturday, July 13, 2024
Who We Are; What We Do; Where We’re 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 IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.
Serving over 4,000 customers in over 100 countries, 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 with offices in Waterloo and Ottawa, Canada; Atlanta, GA, Herndon, VA, Westminster, CO; and Singapore. 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
Reporting to the Chief Strategy Officer, the Vice President of Customer Experience and Technical Support, will lead the delivery of exceptional experiences for our customers and operational excellence across Magnet’s technical support and content development teams. You will lead talented teams, drive strategic initiatives, and collaborate with cross-functional stakeholders to enhance customer satisfaction and drive the growth of our business.
Responsibilities
Outstanding Customer Experience:
· Develop an integrated strategy combining technical support and content development to deliver an enhanced overall customer experience by implementing new approaches that empower our customers to use content to solve their problems independently.
· Champion customer-centricity by ensuring timely and effective resolution of customer issues.
· Monitor customer satisfaction metrics and implement improvements based on feedback.
· Foster a culture of empathy, responsiveness, and continuous improvement
Leadership and Strategy:
· Develop and execute a support and content strategy that aligns with the company’s overall vision
· Provide strategic leadership to define and implement customer experience models in support of the introduction of new products
· Support institutional learning through strong cross-functional communication and best practice sharing
· Lead, mentor, and inspire a diverse team of support engineers, technical writers, content designers and editors
· Collaborate with other senior leaders to align technical support and product content goals with product strategies and business objectives
· Hire and develop world class talent throughout the technical support and content development organization
Operational Excellence:
· Oversee technical support operations, including incident management, ticket resolution, and overall service levels
· Optimize resource allocation, staffing, and training to meet customer needs
· Implement best practices for incident escalation, problem-solving, and knowledge management.
· Establish workflows and procedures that lead to the creation of clear, concise, and easy-to-understand documentation that addresses common user inquiries and challenges.
· Contribute to the achievement of revenue growth and profitability goals by focusing on market opportunities and productivity metrics.
· Develop and manage scalable Technical Support and Documentation programs through various channels
Metrics, Reporting and Planning:
· Empower senior stakeholders with actionable data from customer feedback, product performance, and customer trends.
· Develop operations-related plans, budgets, policies and procedures to achieve the organization’s customer satisfaction and responsiveness objectives
· Identify product and process improvements that drive customer loyalty and satisfaction throughout the product life cycle.
· Define and monitor key metrics to ensure product performance and supportability.
· Define and track key performance indicators (KPIs) related to support and content effectiveness.
· Regularly report on support and content metrics to executive leadership.
· Use data-driven insights to identify areas for improvement.
Cross-Functional Collaboration:
· Collaborate closely with other leaders across the organization, including sales, product management, engineering, and marketing to ensure an effective partnership and a unified customer experience.
· Collaborate with regional sales teams to understand the unique needs of the region and to ensure customer needs are met globally.
· Establish communication channels for seamless coordination of the customer experience strategy across go-to-market teams.
· Drive alignment between technical support and documentation and processes and standards.
Qualifications
· 15+ years of experience leading customer-centric global teams with 5+ years in senior leadership roles
· Deep knowledge of content development best practices, including minimalism, DITA XML standard and CCMS
· Strong collaborator, diplomat and team player who can be hands on when required
· Demonstrated ability to build, grow, lead, and inspire a team
· Strategic thinker with solid problem solving and decision making methodologies
· Highly collaborative with an ability to influence within and across teams
· Experience developing and maintaining excellent client relationships
· Strong verbal and written communication skills with a customer first attitude
· Ability to conceptualize, present and sell ideas internally and externally
· Ability to explain technical concepts and theories to non-technical audiences
· Critical thinker with the ability to think deeply and qualitatively about business problems
The Most Important Thing:
We’re looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences:
CARE – We care about each other and our mission to make a difference in the world.
OWN – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect.
DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.
EVOLVE – We are constantly innovating and exploring new ways to work together to make an impact with our work.
Compensation and Benefits:
The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you.
If the compensation structure for the role includes an incentive component (ie. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).
Compensation Range:
MIN: $168,000 - MID: $210,000 - MAX: $252,000 CAD
Magnet is proud to offer benefits such as:
• Generous time off policies
• Competitive compensation
• Volunteer opportunities
• Reward and recognition programs
• Employee committees & resource groups
• Healthcare and retirement benefits
We’re 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, colour, 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. If you require accommodation, please let our talent team know, or you can email aoda@magnetforensics.com.
All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment.
This job is no longer accepting applications
See open jobs at Magnet Forensics.See open jobs similar to "VP of Customer Experience and Technical Support" Work In Tech.