AssetWatch Benefits Overview

Leads and scales a global customer support organization serving manufacturing customers. Oversees Tier 1 and Tier 2 teams, support strategy, staffing, quality, SLAs, escalations, hardware issue resolution, AI tooling, and operational metrics. Partners with Product, Engineering, Sales, and Customer Success to improve uptime, customer effort, resolution times, and support reliability across North America and Latin America.

Provide technical and customer support for hardware and network outages through software, phone, email, and internal requests. Diagnose issues using multiple software tools, coordinate with internal and external stakeholders, meet response-time targets, communicate proactively with customers, and share feedback with Product teams. The role requires experience with high-volume ticketing systems, CRM platforms, and remote collaboration tools.

Leads the global Customer Success organization and owns post-sale strategy, retention, expansion, adoption, customer health, and recurring revenue performance. Builds scalable teams, processes, lifecycle frameworks, and operating systems supporting rapid international growth. Integrates AI, predictive analytics, and automation into Customer Success operations while partnering with Sales, Product, Engineering, Marketing, and Operations. Manages executive relationships with strategic customers, drives forecasting accuracy, and ensures measurable customer outcomes across distributed regions.