Vice President, Global Customer Support
Vice President, Global Customer Support
Posted on :
08-07-2025
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1 Vacancy
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Job Description
About Cognite
Embark on a transformative journey with Cognite a global SaaS forerunner in leveraging AI and data to unravel complex business challenges through our cutting-edge offerings including Cognite Atlas AI an industrial agent workbench and the Cognite Data Fusion (CDF) platform. We were awarded the 2022 Technology Innovation Leader for Global Digital Industrial Platforms & Cognite was recognized as 2024 Microsoft Energy and Resources Partner of the Year. In the realm of industrial digital transformation we stand at the forefront reshaping the future of Oil & Gas Chemicals Pharma and other Manufacturing and Energy sectors. Join us in this venture where AI and data meet ingenuity and together we forge the path to a smarter more connected industrial future.
Learn more about Cognite here
Our values
Impact: Cogniters strive to make an impact in all that they do. We are result-oriented always asking ourselves.
Ownership: Cogniters embrace a culture of ownership. We go beyond our comfort zones to contribute to the greater good fostering inclusivity and sharing responsibilities for challenges and success.
Relentless: Cogniters are relentless in their pursuit of innovation. We are determined and deliverable (never ruthless or reckless) facing challenges head-on and viewing setbacks as opportunities for growth.
Role Summary
Cognite is seeking a strategic execution-focused leader to build and scale ourGlobal Customer Support and Managed Servicesorganization. This role is critical to our journey toward becoming aworld-class customer-obsessed and revenue-generating services organization.
As the Head of Global Customer Support & Managed Services you will define and execute the operating model transitioning from outsourced support to a high-performing in-house model based in India. Additionally you will launch and grow an enterprise-gradeSupport Services offeringthat ensures the performance reliability and business continuity of Cognite solutions in mission-critical industrial environments.
Key Responsibilities
- Define and execute the strategy and operating model for global Customer Support and Managed Services aligned with Cognites product customer success and commercial strategies.
- Transition support operations from outsourced partners to a scalable high-performing internal team based in Bangalore ensuring a seamless migration while maintaining excellent customer experience.
- Build and operationalize a Managed Services capability for Cognites largest enterprise customers providing proactive monitoring performance tuning reliability engineering and ongoing system health management.
- Establish and govern global delivery processes including ITIL-based practices SLAs/OLAs 24x7 support tiered escalation models and incident/problem/change management frameworks.
- Collaborate with Sales and Customer Success teams to develop and commercialize premium support and managed services packages driving attach rate ARR uplift and account expansion.
- Define and track KPIs for team performance and customer success including CSAT resolution SLAs renewal impact NRR influence and managed services adoption.
- Recruit develop and lead a global team with core operations in Bangalore and key support roles in EMEA APAC and the Americas fostering a high-performance customer-centric culture.
Qualifications
- 15 years of leadership experience in global technical support managed services or enterprise operations within high-growth product-led companies (e.g. Oracle Salesforce ServiceNow Snowflake Databricks).
- Proven success in building support and managed service functions from the ground up ideally within fast-scaling SaaS or industrial software environments.
- Hands-on experience migrating from partner-led to in-house delivery models particularly in India with a strong focus on operational excellence and talent development.
- Expertise in enterprise managed services for mission-critical workloads preferably within industrial SaaS or data-intensive domains.
- Deep knowledge of DataOps cloud infrastructure SaaS platforms and IT/OT convergence.
- Exceptional cross-functional collaboration and stakeholder management skills working effectively with Product Sales Engineering and Customer Success teams.
- Strong customer-first mindset and executive presence with the ability to confidently engage with enterprise clients and senior stakeholders.
Join the global Cognite community!
- Join an organization of 70 different nationalities with Diversity Equality and Inclusion (DEI) in focus
- Office location Rathi Legacy (Rohan Tech Park ) Hoodi (Bengaluru)
- A highly modern and fun working environment with sublime culture across the organization follow us on Instagram @cognitedata to know more
- Flat structure with direct access to decision-makers with minimal amount of bureaucracy
- Opportunity to work with and learn from some of the best people on some of the most ambitious projects found anywhere across industries
- Join our HUB to be part of the conversation directly with Cogniters and our partners.
- Hybrid work environment globally
Why choose Cognite
Join us in making a real and lasting impact in one of the most exciting and fastest-growing new software companies in the world. We have repeatedly demonstrated that digital transformation when anchored on strong DataOps drives business value and sustainabilityfor clients and allows front-line workers as well as domain experts to make better decisions every single day. We were recognized as one of CNBCs top global enterprise technology startups powering digital transformation! And just recently Frost & Sullivan named Cognite a Technology Innovation Leader! Most recently Cognite Data Fusion Achieved Industry First DNV Compliance for Digital Twins
Apply today!
If youre excited about the opportunity to work at Cognite and make a difference in the tech industry we encourage you to apply today! We welcome candidates of all backgrounds and identities to join our team.
We encourage you to follow us on Cognite LinkedIn; we post all our openings there.
Required Experience:
Chief
Employment Type
Full-Time
Key Skills
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