Associate Director/Director – Support

Job Type : Permanent with Pelatro

Work Location: Bangalore.

Job Description :

Role

Associate Director/Director – Support will lead the global customer support function and success operations for enterprise telecom and marketing automation solutions. The role demands a strategic leader who can blend deep technical expertise with strong business acumen to ensure operational efficiency and exceptional customer experience across multiple geographies.

Key Responsibilities

Serve as the executive for strategic accounts, ensuring business growth and retention.

Build and maintain trusted relationships with senior client stakeholders.

Ensure 99.9% SLA adherence across all customer accounts through proactive governance and monitoring.

Lead and optimise global support operations through automation, process re-engineering, and KPI-driven governance.

Develop and implement frameworks for incident, problem, and change management.

Establish performance metrics, reporting mechanisms, and operational dashboards for leadership visibility.

Manage and mentor multi-layered teams of managers, engineers, and solution architects.

Build a culture of accountability, innovation, and collaboration across functions.

Drive career development programs, succession planning, and competency building within the team.

Partner with Internal teams to align customer needs.

Influence product roadmap based on field insights and customer feedback.

Participate in product demonstrations, solution workshops, and pre-sales activities as needed.

5. Skills & Experience

Experience: 15+ years in IT/Telecom/Enterprise Software, with at least 5 years in a leadership role managing global delivery and support. Experience in product companies is needed.

Domain Expertise: Telecom BSS/CVM/Campaign Management, Big Data platforms, or Customer Analytics Solutions. Exposure to big data technologies is useful.

Leadership Skills: Proven track record of managing large teams, handling complex client relationships, and driving business transformation.

Process Expertise: ITIL, Agile/Scrum, and Quality Governance.

Education: Bachelor’s degree in Engineering

6. Key Attributes

Strong business orientation with a customer-first mindset.

Excellent stakeholder management and executive communication skills.

Strategic thinker with a hands-on approach to execution.

Ability to handle high-pressure situations and deliver under tight deadlines.

Track record of operational excellence and customer retention.

are you excited? pls send your resume to veena.j@pelatro.com

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