VP Global Customer Support

About the role

You will define the global customer support function for Synopsys EDA software products, establishing the strategic vision, organizational structure, and operational model for an enterprise-scale service function.

Responsibilities

• Arcitect and lead the global customer support organization for Synopsys EDA software products, establishing the strategic vision, organizational structure, and operational model for an enterprise-scale service function
• Partner with pre-sales engineering, field application teams, and account management to ensure seamless customer experience across the entire lifecycle from evaluation through production deployment and renewal
• Define key performance indicators and analytics frameworks that measure service excellence, customer satisfaction, product adoption patterns, and business impact
• Build and scale a high-performing global support organization with the technical expertise to address complex EDA workflows and the service discipline to consistently exceed customer expectations
• Establish the strategic foundation for customer support across one of the semiconductor industry's most technically sophisticated product portfolios, defining standards that shape market expectations
• Optimize product utilization, accelerate time-to-value, and drive measurable improvements in customer productivity across the installed base
• Develop a comprehensive knowledge management infrastructure, including technical documentation, self-service platforms, and educational resources that enable customers to maximize product value independently

Requirements

• 15+ years of progressive leadership experience in customer support, customer success, or technical services organizations, with substantial tenure at the vice president or senior director level
• Demonstrated success building or transforming global support operations in enterprise software environments, ideally within EDA, semiconductor, infrastructure software, or similarly complex technical domains
• Proven ability to design and scale multi-regional service delivery models that maintain consistency and quality across distributed teams and diverse customer segments
• Track record of developing customer enablement strategies, knowledge management systems, and proactive engagement models that drive measurable improvements in satisfaction and retention
• Executive presence and cross-functional leadership skills with the ability to influence product, engineering, sales, and executive stakeholders through strategic insight and business acumen
• Experience establishing new organizational capabilities or leading significant transformations in environments characterized by complexity and ambiguity
• Strategic orientation balanced with operational discipline and a focus on the metrics that drive both customer outcomes and business performance

Qualifications

• Technical expertise to address complex EDA workflows
• Service discipline to consistently exceed customer expectations
• Ability to build and scale a high-performing global support organization
• Knowledge management systems and proactive engagement models that drive measurable improvements in satisfaction and retention
• Executive presence and cross-functional leadership skills
• Experience in EDA, semiconductor, infrastructure software, or similar complex technical domains

Skills

• Strategic planning and implementation
• Customer relationship management
• Operational efficiency improvement
• Leadership and team building
• Complex problem solving
• Change management

Benefits

• Comprehensive health, wellness, and financial benefits
• Total rewards including both monetary and non-monetary offerings

Pay

TBD

Schedule

TBD