Director of Customer Engineering and Support

Key Skills

Aartificial intelligence, Computer Vision (CV), Effective communication skills, KPIs, Product Management

Job Description

About Us

Axelera AI stands at the forefront of the semiconductor industry, driving advancements in artificial intelligence acceleration.

In just over 2 years, we’ve assembled a team of over 140 brilliant engineers, developers, and business experts from across the globe. Guided by the brightest minds in the AI sphere and supported by renowned innovation leaders like IMEC, we've secured a total of US$50 million in funding.

Our unwavering commitment to innovation has firmly established us as a global industry pioneer.

Now, we're on the lookout for an experienced Director of Customer Engineering and Support who will lead our company towards excellent customer experience, maximization of revenue, and growth of our customer base.

Position Overview

You will be responsible for overseeing the customer experience from the moment of onboarding until the completion of the customer's project, and ensure a high level of customer satisfaction.

The Director will also lead and manage a team of Field Application Engineers, a solution engineer for customers POC/demo, and a team of Application Engineers with deep expertise in different functions involved in the company product.

Requirements:

• Bachelor's or Master's degree in a technical field such as Computer Science, Electrical Engineering, or Computer Engineering.
• 8+ years of experience in technical support and customer success management, with an emphasis on deep technical knowledge, preferably in the semiconductor, AI, or computer vision industries.
• Proven success in managing teams of Field Application Engineers, Solution Engineers, and Application Engineers, and providing technical support to customers.
• Experience in product development and understanding of the entire product cycle, from concept to launch.
• Strong communication and interpersonal skills, with the ability to build and maintain strong relationships with customers and internal teams.
• Proven ability to develop and execute on a customer success strategy, including onboarding, training, support, and troubleshooting.
• Proven ability to analyze customer data and trends, and use that information to drive strategic decision making.
• Experience with project management and ability to plan, prioritize, and execute on multiple projects simultaneously.

Key Responsibilities:

• Develop and execute on a customer success strategy, including onboarding, support, and training.
• Develop and implement customer success metrics and KPIs to track and improve the customer experience.
• Work closely with the Product Management team to understand customer needs and requirements.
• Manage the customer success team, including oversight of Field Application Engineers, Solution Engineers, and Application Engineers.
• Develop and maintain strong relationships with key customers and internal teams.
• Participate in sales and pre-sales activities as needed to support the overall sales effort.
• Stay up-to-date on industry trends and emerging technologies to provide valuable insights to customers and internal teams.

What we offer 

This is your chance to shape and be part of a dynamic, fast-growing, international organization. We offer an attractive compensation package, including a pension plan, extensive employee insurances and the option to get company shares. 

An open culture that supports creativity and continual innovation is awaiting you. Collaborative ownership and freedom with responsibility is characteristic for the way we act and work as a team.