VP Global Customer Support
Technology, Data & Digital · Software & Web Development · Product Management
In short
Synopsys is looking for a VP Global Customer Support to build and lead the global customer support organization for its EDA software products. This role involves establishing the strategic vision, organizational structure, and operational model to drive customer retention, product adoption, and revenue growth at an enterprise scale.
Responsibilities
- Architect 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.
- Establish systematic customer engagement frameworks that proactively monitor account health, surface emerging needs, and create continuous feedback loops that inform both service delivery and product strategy.
- 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.
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.
Desired Qualifications
- You can assess enterprise support operations holistically and identify the structural changes, process improvements, and capability investments that will deliver sustainable performance gains.
- You have built organizations where technical excellence and customer advocacy are embedded in the culture, reflected in both employee engagement and customer satisfaction metrics.
- You know when to challenge product or engineering decisions that will create downstream support burden, and you can frame those conversations in terms of customer impact and business risk.
- You are comfortable presenting support strategy to executive leadership and translating that strategy into operational plans that frontline managers can execute.
- You do not require fully defined mandates or perfect organizational clarity to begin building, you create structure through disciplined execution and bring stakeholders along through demonstrated value.
- You measure success by how effectively your organization enables customers to achieve their business objectives using Synopsys products, not simply by operational efficiency metrics.
Benefits
- Comprehensive range of health, wellness, and financial benefits.
- Total rewards include both monetary and non-monetary offerings.
- Potential for annual bonus, equity, and other discretionary bonuses.
- Competitive total rewards package.
- Opportunity to shape how Synopsys supports its customers at scale.
#Customer Support#Global#EDA#Software#Technical Support#Leadership#Enterprise
Company
Synopsys Inc
Job Posted
3 weeks ago
Expires
in 4 days
Employment Type
Full Time
WorkMode
On Site
Experience Level
Executive
Locations
Sunnyvale, United States
Applicants
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