Client:
Our client a leading
Multinational Semiconductor EDA
provider requires
Lead Customer Success Project Manager
for role based in
Cork City, Ireland.
You will be required to be onsite 4 days per week.
Role:
This is a critical technical interface between the
companyand top-tier customers
, ensuring high-quality support and engagement throughout the lifecycle of customer programs.
You will be responsible for driving technical case resolution, facilitating communication between customers and engineering teams, and proactively managing customer satisfaction and escalation processes.
Responsibilities:
Primary Technical Customer Interface:
Attend weekly customer calls organised by program management and serve as the main point of contact for all technical issues.
Point Of Contact for Technical Issues:
Manage all support cases filed by the customer using systems such as SFDC, Sherlock, and Jira.
Work with customers to assess
case priority and resolution urgency.
Reviews Coordination:
Organise and conduct technical reviews including SDC/constraint review, physical integration review, SI/PI review, pre-tapeout checklist review, and bringup test plan review.
Technical Escalation Point:
Act as the primary escalation point for technical issues and ticket resolution.
IP Coverage:
Cover both hard and soft IP cases as required, coordinating with other Customer Success Leads for complex engagements.
Customer Program Manager Interaction:
Work closely with the customer program manager to ensure successful engagement and inclusion in all relevant communications and meetings.
Documentation and Process:
Maintain standardized documentation, including engagement kick-off documents, status dashboards, and case dashboards.
Track and report on case statistics and progress.
AI Incorporation:
Leverage AI-powered tools and assistants to enhance productivity, improve decision making, and maintain high-quality customer deliverables.
Apply AI-powered analytics tools to extract insights, identify patterns, and generate actionable recommendations from complex datasets.
Education:
Bachelor's degree in computer science or electrical engineering
Experience:
10years plus experience in Customer Success Program Management with broad technical background with understanding of standard design flows, tools, and usage of hard and soft IP protocols such as: (DDR, LPDDR, GDDR, HBM, PCIExpress, Ethernet, USB, UCIe, PCIe, etc).
A general grasp of circuit architecture and design fundamentals
Understanding of Analog/Mixed signal design practices
Experience with case management systems (SFDC, Jira).
Strong communication and organizational skills.
protocols
Ability to prioritize cases, anticipate escalations, and manage technical reviews.
High-level understanding of technical issues; able to coordinate with subject matter experts.
Proactive in gathering feedback and driving continuous improvement.
Influential and collaborative, able to manage resources across the organization.
Skilled at listening to customer concerns and identifying potential issues.
Committed to customer satisfaction and timely case closure.
Contract:
For further information please contact Mícheál at Software Placements on ***** or email
#J-*****-Ljbffr