**Experienced Full Stack Vice President, Global Customer Support – Web & Cloud Application Development**

Join arenaflex, a global SaaS forerunner in leveraging AI and data to unravel complex business challenges through our cutting-edge offerings, including arenaflex Atlas AI, an industrial agent workbench, and the arenaflex Data Fusion (CDF) platform. As a transformative journey awaits, we're seeking a strategic, execution-focused leader to build and scale our Global Customer Support and Managed Services organization. **About arenaflex** arenaflex is a global leader in industrial digital transformation, reshaping the future of Oil & Gas, Chemicals, Pharma, and other Manufacturing and Energy sectors. With a strong focus on AI and data, we're committed to forging a smarter, more connected industrial future. Our values – Impact, Ownership, and Relentlessness – drive our pursuit of innovation and excellence. **Our Values** * **Impact**: Cogniters strive to make an impact in all that they do. We're result-oriented, always asking ourselves what we can do better. * **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. * **Relentlessness**: Cogniters are relentless in their pursuit of innovation. We're determined and deliverable, facing challenges head-on and viewing setbacks as opportunities for growth. **Role Summary** arenaflex 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 arenaflex 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 arenaflex'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 arenaflex'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. **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. **Additional Information** * Join the global arenaflex community, comprising 70 different nationalities with a focus on Diversity, Equality, and Inclusion (DEI). * Office location: Rathi Legacy (Rohan Tech Park) Hoodi (Bengaluru). * A highly modern and fun working environment with a sublime culture across the organization. * Follow us on Instagram @cognitedata to know more. * Flat structure with direct access to decision-makers, with 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. * Join our HUB to be part of the conversation directly with Cogniters and our partners. * Hybrid work environment globally. **Why choose arenaflex?** 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 sustainability for 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 arenaflex a Technology Innovation Leader! Most recently, arenaflex Data Fusion Achieved Industry First DNV Compliance for Digital Twins. **Apply today!** If you're excited about the opportunity to work at arenaflex 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. Apply for this job