Vice President, Global Customer Support
Job Summary
Job Description
Cognite is seeking a strategic, execution-focused leader to build and scale its Global Customer Support and Managed Services organization, aiming to become a world-class, customer-obsessed, and revenue-generating services entity. The role involves defining and executing the operating model, transitioning from outsourced support to an in-house team in Bangalore, and launching an enterprise-grade Support Services offering for critical industrial environments. Key responsibilities include establishing global delivery processes based on ITIL, collaborating with sales and customer success to develop premium services, defining performance KPIs, and leading a global team with a strong customer-centric culture.
Must have:
- 15+ years leadership in global technical support/managed services.
- Proven success building support/managed service functions.
- Experience migrating from partner-led to in-house delivery.
- Expertise in enterprise managed services for critical workloads.
- Deep knowledge of DataOps, cloud infrastructure, SaaS.
- Exceptional cross-functional collaboration skills.
- Strong customer-first mindset and executive presence.
Good to have:
- Experience in industrial, SaaS, or data-intensive domains.
- Knowledge of IT/OT convergence.
Perks:
- Work in an organization with 70 nationalities.
- Focus on Diversity, Equality, and Inclusion.
- Modern and fun working environment.
- Flat structure with direct access to decision-makers.
- Opportunity to work on ambitious projects.
- Hybrid work environment.
7 skills required
Job Details
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 our Global Customer Support and Managed Services organization. This role is critical to our journey toward becoming a world-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-grade Support Services offering that ensures the performance, reliability, and business continuity of Cognite solutions in mission-critical industrial environments.
Key Responsibilities
Qualifications
- Define and execute the strategy and operating model for global Customer Support and Managed Services, aligned with Cognite’s 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 Cognite’s 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.
- 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
- 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 CNBC's 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 you're 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.
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