Product Manager

Waterloo / Ontario

Customer Experience - Customer Experience /

Full-Time /

Remote

**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 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 Product Manager in the Customer Experience group, you will be responsible for driving the product roadmap, gathering and analyzing user feedback, defining product requirements, and collaborating with cross-functional teams to build a world-class online self-help experience for Magnet’s customers.

You’ll gather and analyze user feedback and leverage tools like Gainsight PX and Salesforce Communities to build an experience that allows customers to solve problems and quickly get the information they need—without having to open a support case.

If you’re a strategic problem solver with a passion for customer service, this is the role for you

**Role Responsibilities**:
- Build a strong understanding of how Magnet’s public and private sector customers currently receive access to software, licensing, and support for their digital forensics products—both from Magnet and from our competitors
- Collaborate with Tech Support, Customer Success, and Product Management to understand current enablement tactics and create a seamless enablement strategy across platforms
- Analyze user behavior, feedback, and support data to identify opportunities for improvement
- Monitor key experience metrics (CSAT,NPS, CES, etc.) and drive continuous improvement
- Define clear customer and business outcomes, translate those into software deliverables and requirements, and drive that roadmap to completion with our Engineering and Business Systems teams
- Create compelling and competitive product positioning and messaging - understand how what you are delivering moves the needle for Magnet and our customers
- Help foster a team dynamic to support continuous improvement

**Qualifications**:
- Bachelor’s Degree or College Diploma in a technology related program, or equivalent relevant experience
- 3+ years of product management experience, with a focus on bringing customer and product experience to market
- Demonstrated ability to understand, manage, and deliver on the needs of multiple different user personas within a single software product
- Highly collaborative and adept at building trust and influencing across teams
- Exceptional communication skills, with an ability to communicate complex concepts to both technical and non-technical users
- Strong critical thinking and problem-solving skills
- Experience with Salesforce Digital Experience / Communities, Salesforce Service Cloud, and Gainsight CX is an asset
- May be required to work extra hours
- May be required to travel to meet the responsibilities of the position

**The Most Important Thing**:
- **CARE** -We care about each other and our mission to make a difference in the world.**OWN** -We are accountable for or 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 & Benefits**:
- Compensation Range:

- MIN: $88,900 - MID: $127,000 - MAX: $152,400 Currency: 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
- _
- 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._

**US Applicants**:Magnet Forensics participates in