Customer Success Lead

Customer Success Lead
About Your New Employer - Innovative Leader: Our client is a pivotal leader in electronic design, building upon more than 30 years of computational software expertise. - Cutting-Edge Technology: The company applies its Intelligent System Design strategy to deliver software, hardware, and IP that turn design concepts into reality.
Global Impact:
Our clients customers are the world’s most innovative companies, delivering extraordinary electronic products for dynamic market applications including consumer, hyperscale computing, 5G communications, automotive, aerospace, industrial, and health.

About Your New Job
Primary Technical Customer Interface: Attend weekly customer calls organized 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: Organize 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 CSLs 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 kickoff 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.

What Skills You Need
Required – 
Technical Background: Broad technical background with understanding of standard design flows, tools, and usage of hard and soft IPs.
Communication Skills: Strong communication and organizational skills.
Case Management Systems: Experience with case management systems (SFDC, Jira).
Prioritization and Escalation: Ability to prioritize cases, anticipate escalations, and manage technical reviews.
Technical Understanding: High-level understanding of technical issues; able to coordinate with subject matter experts.
Customer Focus: Skilled at listening to customer concerns and identifying potential issues. Committed to customer satisfaction and timely case closure.
Educational Qualification: Bachelor’s in computer science or electrical engineering + 7 years of related experience, or Masters + 5 years of related experience.
Preferred - IP Protocols Experience: Experience in memory and/or communication interface IP protocols (DDR, LPDDR, GDDR, HBM, PCIExpress, Ethernet, USB, UCIe, etc).
Circuit Architecture: A general grasp of circuit architecture and design fundamentals.
Analog/Mixed Signal Design: Understanding of Analog/Mixed signal design practices.
Advanced Experience: Bachelor’s in computer science or electrical engineering + 10 years of related experience, or Masters + 8 years of related experience.
AI Tools: Experience with usage of AI tools in rapid prototyping and development (vibe coding) and general experience with effective AI prompting.

What’s on Offer
Competitive Salary: Attractive compensation package.
Holidays: 25 days holiday per year.  
Health and Insurance: Private Medical and Dental plans, Income Protection, and Life Insurance.
Pension Plan: Group Personal Pension Plan.
Additional Benefits: Cycle to work scheme and gym subsidy, 5 days paid time to volunteer to give back to our communities, Employee Stock Purchase Plan.

What’s Next
Apply now by clicking the “Apply Now" button or call me +35321 4847136 or email afitzpatrick@sigmar.ie If the job isn’t quite right but you are looking for something similar, please get in touch. We also have multiple Temp, FTC, and Contract jobs available.