Experienced Full Stack Leader – Global Customer Support & Managed Services Transformation

At arenaflex, we're on a mission to revolutionize the way industries operate by harnessing the power of AI and data. As a global leader in SaaS, we're committed to delivering cutting-edge solutions that drive business value and sustainability. We're now seeking a strategic and execution-focused leader to join our team as the Vice President of Global Customer Support & Managed Services. This is an exceptional opportunity to build and scale our customer support organization, driving excellence in customer experience, revenue growth, and operational efficiency.

About arenaflex

arenaflex is a global SaaS leader that empowers industries to unlock their full potential through AI and data-driven solutions. Our cutting-edge offerings, including Cognite Atlas AI and Cognite Data Fusion (CDF), are designed to tackle complex business challenges and drive digital transformation. With a strong focus on innovation, customer success, and commercial excellence, we're shaping the future of industries such as Oil & Gas, Chemicals, Pharma, and Manufacturing.

Our Values

At arenaflex, we're driven by a set of core values that guide our actions and decisions:

• Impact: We strive to make a lasting impact in everything we do, always asking ourselves how we can drive business value and sustainability.
• Ownership: We take ownership of our work, embracing a culture of responsibility and inclusivity. We share challenges and successes, fostering a collaborative and high-performing team.
• Relentless: We're relentless in our pursuit of innovation, determined to deliver exceptional results and push the boundaries of what's possible.

Role Summary

As the Vice President of Global Customer Support & Managed Services, you'll be responsible for building and scaling our customer support organization, driving excellence in customer experience, revenue growth, and operational efficiency. This is a critical role that requires a strategic and execution-focused leader who can define and execute the operating model for global customer support and managed services.

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, where diversity, equality, and inclusion are at the forefront.

• Office location: Rathi Legacy (Rohan Tech Park), Hoodi, Bengaluru.
• A highly modern and fun working environment with a sublime culture across the organization.
• 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 arenaflexers 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 arenaflex LinkedIn; we post all our openings there. Apply for this job