📍 Job Overview

• Job Title: Vice President, Global Customer Support
• Company: Cognite
• Location: Bangalore, Karnataka, India
• Job Type: Hybrid
• Category: Executive, Customer Support, Managed Services
• Date Posted: 2025-06-30
• Experience Level: 10+ years

🚀 Role Summary

• 📝 Enhancement Note: This role is a strategic, execution-focused leadership position responsible for building and scaling Cognite's global customer support and managed services organization. The primary goal is to transition from outsourced support to a high-performing in-house model based in India and launch an enterprise-grade support services offering.

• 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.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities involve defining and executing the strategy and operating model for global customer support and managed services, transitioning support operations, building a managed services capability, establishing global delivery processes, collaborating with sales and customer success teams, defining and tracking KPIs, and recruiting, developing, and leading a global team.

• 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.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. MBA or relevant advanced degree is a plus.

Experience: 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).

Required Skills:

• 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.

Preferred Skills:

• Experience working in a global, multicultural environment.
• Familiarity with ITIL and other support methodologies.
• Knowledge of the industrial software or energy sectors.
• Proficiency in data analysis and visualization tools.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: Competitive salary package based on experience and industry standards for a Vice President role in Bangalore, India. Research shows that the average salary for a Vice President of Customer Support in Bangalore ranges from ₹2,500,000 to ₹4,000,000 per annum.

Benefits:

• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company matching
• Generous paid time off and flexible work arrangements
• Employee stock options and equity compensation
• Professional development opportunities and training
• A modern, fun working environment with a sublime culture across the organization
• Flat structure with direct access to decision-makers and minimal bureaucracy
• Opportunity to work with and learn from some of the best people on some of the most ambitious projects found anywhere, across industries

Working Hours: Full-time (40 hours per week) with a hybrid work arrangement, requiring on-site presence at the Bangalore office for a minimum of 2-3 days per week.

📝 Enhancement Note: The salary range and benefits are based on market research and industry standards for similar roles in Bangalore, India. The working hours and hybrid work arrangement are subject to change based on business needs and team dynamics.

🎯 Team & Company Context

Company Culture:

• Industry: Software, Industrial Digital Transformation

• Company Size: Medium to Large (70+ nationalities)

• Founded: 2016

• Team Structure:

  • Global Customer Support and Managed Services team (newly formed)
  • Product, Engineering, and Data Science teams
  • Sales, Marketing, and Customer Success teams
  • Executive leadership team

• Development Methodology:

  • Agile/Scrum methodologies and sprint planning for support and managed services projects
  • Code review, testing, and quality assurance practices
  • Deployment strategies, CI/CD pipelines, and server management for Cognite solutions

Company Website: Cognite

📝 Enhancement Note: Cognite's company culture is characterized by a strong focus on impact, ownership, and relentlessness. The team is diverse, inclusive, and fosters a customer-centric environment. The company is committed to driving digital transformation through AI and data in the industrial sector and has a strong track record of success.

📈 Career & Growth Analysis

Web Technology Career Level: Executive, Customer Support and Managed Services

Reporting Structure: The Vice President, Global Customer Support will report directly to the Chief Customer Officer (CCO) and collaborate closely with the Chief Product Officer (CPO), Chief Revenue Officer (CRO), and other executive leaders.

Technical Impact: This role will have a significant impact on Cognite's customer experience, revenue growth, and market position. The Vice President will be responsible for defining and executing the strategy and operating model for global customer support and managed services, ensuring high customer satisfaction, retention, and expansion.

Growth Opportunities:

• Growth opportunity 1: As the global customer support and managed services organization grows and matures, there will be opportunities for the Vice President to expand their team, take on additional responsibilities, and potentially lead a larger organization or region.
• Growth opportunity 2: With Cognite's continued expansion into new markets and industries, there may be opportunities for the Vice President to lead regional or industry-specific customer support and managed services teams.
• Growth opportunity 3: As Cognite's customer success and revenue growth strategies evolve, there may be opportunities for the Vice President to transition into a Chief Customer Officer or Chief Revenue Officer role, driving the company's overall customer and revenue strategies.

📝 Enhancement Note: The career growth opportunities for this role are significant, with potential for expanded leadership responsibilities, regional or industry-specific team leadership, and strategic executive roles as Cognite continues to grow and evolve.

🌐 Work Environment

Office Type: Modern, collaborative workspace with state-of-the-art technology and amenities.

Office Location(s): Rathi Legacy (Rohan Tech Park), Hoodi (Bengaluru), India

Workspace Context:

• Workspace aspect 1: Cognite's office is designed to foster collaboration and innovation, with open-plan workspaces, meeting rooms, and breakout areas.
• Workspace aspect 2: The office is equipped with the latest technology, including high-speed internet, video conferencing tools, and modern hardware.
• Workspace aspect 3: Cognite's team-oriented culture encourages knowledge sharing, technical mentoring, and continuous learning, with regular team-building activities and social events.

Work Schedule: Hybrid work arrangement with a minimum of 2-3 days per week on-site at the Bangalore office. Flexible work arrangements are available based on team dynamics and business needs.

📝 Enhancement Note: Cognite's work environment is designed to support a high-performance, customer-centric culture. The hybrid work arrangement and flexible work arrangements enable employees to balance their work and personal lives while maintaining a strong connection to the team and the company's mission.

📄 Application & Technical Interview Process

Interview Process:

• Process step 1: Initial phone or video screen with the Hiring Manager or a member of the Talent Acquisition team to discuss the role, qualifications, and career aspirations.
• Process step 2: In-depth behavioral and situational interview with the Hiring Manager and/or other senior leaders to assess leadership skills, strategic thinking, and cultural fit.
• Process step 3: Case study or project presentation with the Hiring Manager and/or other senior leaders to evaluate problem-solving skills, strategic planning, and communication abilities.
• Process step 4: Final interview with the CCO and/or other senior executives to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's leadership skills, strategic thinking, problem-solving abilities, and cultural fit. The process involves multiple interviews with senior leaders, including the CCO, to ensure a comprehensive evaluation of the candidate's qualifications and potential.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values:

• Web development value 1: Impact: Cogniters strive to make an impact in all that they do, focusing on results and customer success.
• Web development value 2: Ownership: Cogniters embrace a culture of ownership, taking responsibility for challenges and successes and fostering inclusivity and collaboration.
• Web development value 3: Relentless: Cogniters are relentless in their pursuit of innovation, determined to deliver results and face challenges head-on.
• Web development value 4: Customer-centric: Cogniters prioritize customer needs and experiences, ensuring that their solutions drive business value and sustainability.

Collaboration Style:

• Collaboration approach 1: Cross-functional integration between teams, including Product, Engineering, Sales, Marketing, and Customer Success, to ensure alignment and execution of customer support and managed services strategies.
• Collaboration approach 2: Code review culture and peer programming practices to encourage knowledge sharing, technical mentoring, and continuous learning.
• Collaboration approach 3: Regular team-building activities, social events, and company-wide initiatives to foster a strong, inclusive team culture.

📝 Enhancement Note: Cognite's team culture is characterized by a strong focus on impact, ownership, and relentlessness. The team is diverse, inclusive, and fosters a customer-centric environment. The company is committed to driving digital transformation through AI and data in the industrial sector and has a strong track record of success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Web development challenge 1: Building a high-performing, customer-centric global customer support and managed services organization from the ground up, with a focus on operational excellence and talent development.
• Web development challenge 2: Transitioning support operations from outsourced partners to an in-house team based in Bangalore, ensuring a seamless migration while maintaining excellent customer experience.
• Web development challenge 3: Launching and growing an enterprise-grade support services offering that ensures the performance, reliability, and business continuity of Cognite solutions in mission-critical industrial environments.
• Web development challenge 4: Establishing and governing global delivery processes, including ITIL-based practices, SLAs/OLAs, 24x7 support, tiered escalation models, and incident/problem/change management frameworks.

Learning & Development Opportunities:

• Learning opportunity 1: Web technology skill advancement and specialization paths within Cognite's global customer support and managed services organization.
• Learning opportunity 2: Conference attendance, certification, and community involvement in global customer support and managed services best practices and trends.
• Learning opportunity 3: Technical mentorship, leadership development, and architecture decision-making opportunities as the organization grows and evolves.

📝 Enhancement Note: The technical challenges and learning opportunities for this role are significant, with potential for expanded leadership responsibilities, regional or industry-specific team leadership, and strategic executive roles as Cognite continues to grow and evolve.

💡 Interview Preparation

Technical Questions:

• Technical question 1: Describe your experience in building and scaling global customer support and managed services organizations. How have you approached operational excellence and talent development in these roles?
• Technical question 2: How have you successfully transitioned support operations from outsourced partners to in-house teams? What challenges did you face, and how did you overcome them?
• Technical question 3: Can you walk us through your experience in launching and growing an enterprise-grade support services offering? How did you ensure the performance, reliability, and business continuity of your company's solutions in mission-critical environments?
• Technical question 4: How have you established and governed global delivery processes, including ITIL-based practices, SLAs/OLAs, 24x7 support, tiered escalation models, and incident/problem/change management frameworks?

Company & Culture Questions:

• Technical question 5: How do you approach cross-functional collaboration and stakeholder management, particularly with Product, Sales, Engineering, and Customer Success teams? Can you provide an example of a successful collaboration project or initiative?
• Technical question 6: How do you ensure a strong customer-first mindset and executive presence when engaging with enterprise clients and senior stakeholders? Can you share an example of a challenging customer interaction and how you handled it?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: The interview preparation for this role focuses on assessing the candidate's leadership skills, strategic thinking, problem-solving abilities, and cultural fit. The process involves multiple interviews with senior leaders, including the CCO, to ensure a comprehensive evaluation of the candidate's qualifications and potential.

📌 Application Steps

To apply for this Vice President, Global Customer Support position:

• Submit your application through the application link provided in the job listing.
• Prepare for the interview process by reviewing the role description, researching Cognite's company culture and values, and practicing your responses to the interview questions outlined above.
• Tailor your resume and application materials to highlight your relevant leadership experience, strategic thinking, problem-solving abilities, and cultural fit with Cognite.
• Be prepared to discuss your long-term career goals and how this role fits into your professional development plan.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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