Semtech

Customer Support

• Launch and run Voice of the Customer and Voice of the Partner programs with strategic accounts and top distributors
• Baseline CSAT/NPS-style measures and report improvement priorities to executive leadership
• Design and run a tiered service model for strategic, growth, and long-tail customers
• Serve as executive escalation point for critical customer issues
• Converge processes, SLAs, scorecards, and CRM/ERP systems into a global Customer Experience playbook
• Maintain ISO audit readiness and codify an M&A integration playbook
• Own order accuracy, on-time delivery, response time, order-to-cash cycle time, and error/rework rates
• Establish predictive service using order-health scoring and at-risk account flags
• Use AI and RPA to automate routine work and expand portal self-service
• Quantify Customer Experience contribution to commercial Rev/OPEX productivity
• Deliver accurate ship-and-debit, price protection, stock rotation, and POS/POR reporting
• Equip distribution partners with training, portal capability, and data
• Partner cross-functionally with Sales, Applications, Business Units, Supply Chain, Finance, Pricing, Revenue Operations, IT, and Distribution
• Feed customer health, backlog trends, and expansion signals into forecasting and account plans
• Lead and develop a global team of 15–20 Customer Experience Specialists and team leads
• Build a career ladder and succession plan with internal-ready successors

Director, Customer Experience