Support Account Manager - Value Support Engineering at Cognite

Cognite operates at the forefront of industrial digitalization, building AI and data solutions that solve some of the world’s hardest, highest-impact problems. With unmatched industrial heritage and a comprehensive suite of AI capabilities, including low-code AI agents, Cognite accelerates the digital transformation to drive operational improvements. Our moonshot is bold: unlock $100B in customer value by 2035 and redefine how global industry works. What Cognite is Relentless to achieve We thrive in challenges. We challenge assumptions. We execute with speed and ownership. If you view obstacles as signals to step forward - not step back - you’ll feel at home here. Join us in this venture where AI and data meet ingenuity, and together, we forge the path to a smarter, more connected industrial future. Role Responsibilities – Services & Support Manager (Strategic Customers) • Own the end-to-end services and support engagement for Cognite’s most strategic customers, acting as the first mile of ownership once solutions are live in production. • Serve as the primary escalation point for strategic accounts, ensuring timely resolution, clear communication, and strong executive confidence during critical incidents. • Build and maintain trusted advisor relationships with senior customer stakeholders and executive sponsors, focused on platform stability, adoption, and measurable business outcomes. • Ensure support delivery, SLAs, and service motions (OneSupport) are aligned to customer success criteria, business priorities, and contracted expectations. • Drive customer satisfaction (CSAT), retention, and advocacy through proactive service reviews, trend analysis, and continuous improvement initiatives. • Develop and execute Strategic Service Plans and Value Roadmaps, outlining how support, expert guidance, accelerators, and best practices help customers achieve desired outcomes. • Partner closely with Sales, Account Management, and Delivery teams to surface expansion and upsell signals driven by adoption maturity, support insights, and customer demand (without owning the commercial close). • Act as the voice of the customer into Product, Engineering, and Support leadership by translating incident patterns, feature gaps, and operational feedback into actionable priorities. • Communicate product and platform roadmap updates relevant to supportability, operability, and customer impact, ensuring expectations are clearly set and managed. • Collaborate with Customer Marketing and Enablement teams to drive engagement through webinars, enablement sessions, release communications, and customer community programs. • Proactively identify renewal and satisfaction risks using support metrics such as CSAT, ticket volume and severity trends, adoption indicators, and escalation frequency, and coordinate mitigation plans. • Work with Cognite’s partner and services ecosystem to ensure consistent, high-quality support delivery for joint strategic customers. Experience & Skillset • 5+ years of experience leading customer-facing engagements in Customer Support, Customer Success, Technical Account Management, or Professional Services roles. • Proven experience managing strategic enterprise customers, including executive communications, escalation handling, and complex stakeholder environments. • Strong understanding of support operating models, including SLAs, incident management, customer health monitoring, and first-mile ownership. • Demonstrated ability to influence renewals and expansions through service excellence, customer trust, and value realization (non-quota carrying). • Track record of supporting large-scale SaaS or data platform implementations in complex enterprise environments. • Comfortable engaging with C-level and senior leaders across both business and IT organizations. • Experience working cross-functionally with Sales, Delivery, Product, Engineering, and Partner teams. • Experience operating in a high-growth, scale-up environment with evolving processes and priorities. • Hands-on familiarity with enterprise support platforms and tooling such as Zendesk, case management systems, CSAT/NPS tools, incident and escalation management workflows, and support analytics dashboards. • Fluent in written and spoken English. What We Offer • Opportunity to work with modern, cloud-native technologies. • Collaborative environment with strong engineering support. Equal Opportunity Cognite is committed to creating a diverse and inclusive environment at work and is proud to be an equal opportunity employer. All qualified applicants will receive the same level of consideration for employment.