Product Manager

Magnet Forensics; Waterloo; On-site; CAD 88,000 - 153,000; Full time

Job summary

A leading company in digital investigative software is seeking a Product Manager to enhance customer experience. This role involves driving product strategy, collaborating with various teams, and analyzing user feedback to improve the service. The ideal candidate will possess strong strategic problem-solving and communication skills, along with a background in technology.

Benefits

Generous time off policies

Competitive compensation

Volunteer opportunities

Reward and recognition programs

Healthcare and retirement benefits

Qualifications

• 3+ years of product management experience focusing on customer and product experience.
• Ability to manage different user personas within a single software product.
• Exceptional communication skills for both technical and non-technical users.

Responsibilities

• Drive the product roadmap and gather user feedback.
• Collaborate with Tech Support and Customer Success.
• Define clear customer outcomes and translate them into software requirements.

Skills

Strategic problem solving

Customer service

Collaboration

Communication

Critical thinking

Education

Bachelor’s Degree or College Diploma in technology related program

Tools

Salesforce Digital Experience

Gainsight CX

Job description

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

• We’re looking for candidates that can provide examples of how they 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 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

• 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:$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

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, 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. Please contact [e-mail] you require any accommodations.

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 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.