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

Join blithequark, a global SaaS forerunner in leveraging AI and data to unravel complex business challenges through our cutting-edge offerings including blithequark Atlas AI, an industrial agent workbench, and the blithequark Data Fusion (CDF) platform. We were awarded the 2022 Technology Innovation Leader for Global Digital Industrial Platforms & blithequark 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. As a key member of our team, you will have the opportunity to make a lasting impact in one of the most exciting and fastest-growing new software companies in the world. **About blithequark** At blithequark, we are passionate about harnessing the power of AI and data to drive digital transformation in the industrial sector. Our cutting-edge platform, blithequark Data Fusion (CDF), enables our clients to unlock the full potential of their assets, making better decisions every single day. With a strong focus on innovation, customer satisfaction, and business value, we have repeatedly demonstrated that digital transformation drives business value and sustainability for our clients. **Our Values** At blithequark, we live by three core values that guide our actions and decisions: * **Impact**: We strive to make an impact in all that we do, always asking ourselves how we can make a difference. * **Ownership**: We take ownership of our work, embracing a culture of responsibility and inclusivity. * **Relentless**: We are relentless in our pursuit of innovation, determined to deliver results and grow as individuals and as a team. **Job Summary** We are 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 blithequark solutions in mission-critical industrial environments. **Key Responsibilities** As the Head of Global Customer Support & Managed Services, you will be responsible for: * Defining and executing the strategy and operating model for global Customer Support and Managed Services, aligned with blithequark's product, customer success, and commercial strategies. * Transitioning support operations from outsourced partners to a scalable, high-performing internal team based in Bangalore, ensuring a seamless migration while maintaining excellent customer experience. * Building and operationalizing a Managed Services capability for blithequark's largest enterprise customers, providing proactive monitoring, performance tuning, reliability engineering, and ongoing system health management. * Establishing and governing global delivery processes, including ITIL-based practices, SLAs/OLAs, 24x7 support, tiered escalation models, and incident/problem/change management frameworks. * Collaborating with Sales and Customer Success teams to develop and commercialize premium support and managed services packages, driving attach rate, ARR uplift, and account expansion. * Defining and tracking KPIs for team performance and customer success, including CSAT, resolution SLAs, renewal impact, NRR influence, and managed services adoption. * Recruiting, developing, and leading 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** To be successful in this role, you will need: * 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** At blithequark, we offer a unique and exciting work environment that is perfect for those who are passionate about innovation, customer satisfaction, and business value. Some of the benefits of working with us include: * Join a global community of 70 different nationalities with a strong focus on Diversity, Equality, and Inclusion (DEI). * Work in a highly modern and fun working environment with a sublime culture across the organization. * Enjoy a flat structure with direct access to decision-makers, with minimal amount of bureaucracy. * Have the 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. * Enjoy a hybrid work environment globally. **Why Choose blithequark?** At blithequark, we are passionate about making a real and lasting impact in the industrial sector. We have repeatedly demonstrated that digital transformation drives business value and sustainability for our clients, and we are committed to continuing this journey. If you are excited about the opportunity to work at blithequark 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. **Apply Today!** If you are ready to take on a new challenge and make a lasting impact in the industrial sector, we encourage you to apply today! We look forward to hearing from you and exploring how you can contribute to our mission.