Global Advanced Analytics Support Manager

This is a fully remote position, open to applicants in Ohio, +2 more states.

📋 Description

• Oversee the Pavilion support function, which encompasses daily operations, customer engagement, escalation management, and performance in service delivery.

• Manage the business operations of the Pavilion support group, focusing on capacity planning, visibility of performance, process enhancements, knowledge transfer, and the continuity of essential expertise.

• Foster and maintain relationships with Pavilion customers, ensuring that support commitments are fulfilled and customer issues are handled promptly.

• Identify and drive opportunities for renewal and expansion while collaborating with sales and account teams to facilitate new support engagements.

• Work in collaboration with internal product and delivery teams to address complex issues and align customer demands with available capabilities.

• Lead the Pavilion support business across various domains, including customer engagement, technical support, service delivery, business operations, and sales.

• Collaborate with customers, internal delivery teams, sales, product stakeholders, and leadership to ensure effective support.

⛳️ Requirements

• Bachelor’s Degree or equivalent relevant work experience.

• Legal authorization to work in the U.S.; employment visa sponsorship is not available at this time or in the future.

• Willingness to travel for customer engagements, internal meetings, or critical escalations.

• Background in industrial software, automation, advanced process control (APC), model predictive control (MPC), or related technical services.

• Typically requires more than 5 years of experience leading customer-facing support operations teams, including managing escalations, prioritization, service delivery, and cross-functional collaboration.

• Capability to handle technical, commercial, operational, and customer-facing responsibilities within a specialized support environment.

• Experience collaborating with sales, delivery, account management, or customer success teams to promote retention and growth.

• Understanding of PavilionX, APC/MPC, process optimization, or industrial manufacturing applications.

• Experience in managed services, software support, professional services, or customer success within enterprise software or industrial technology.

• Knowledge of support business operations, including renewals, resource planning, service quality, performance metrics, and pipeline support.

• Ability to convert customer needs and challenges into actionable plans for technical teams, stakeholders, and leadership.

• Familiarity with Rockwell Automation software, services, support models, or industrial automation settings.

🏝️ Benefits

• Health Insurance that includes Medical, Dental, and Vision coverage.

• 401k retirement plan.

• Paid Time Off (PTO).

• Parental and Caregiver Leave.

• Flexible Work Schedule, allowing you to coordinate with your manager to create a work schedule that accommodates your personal life.