Associate Director/Director Support

Role Overview: You will be responsible for leading the global customer support function and success operations for enterprise telecom and marketing automation solutions at Pelatro. Your role as Associate Director/Director Support will require a strategic mindset that combines deep technical expertise with strong business acumen to ensure operational efficiency and exceptional customer experience across various geographies. Key Responsibilities: - Serve as the executive for strategic accounts, focusing on 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 optimize global support operations by implementing automation, process re-engineering, and KPI-driven governance. - Develop 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. - Cultivate a culture of accountability, innovation, and collaboration. - Drive career development programs, succession planning, and competency building within the team. - Collaborate with internal teams to align customer needs and influence product roadmap based on field insights and customer feedback. - Participate in product demonstrations, solution workshops, and pre-sales activities as required. Qualification Required: - Experience: You should have at least 15 years of experience in IT/Telecom/Enterprise Software, with a minimum of 5 years in a leadership role managing global delivery and support, preferably in product companies. - Domain Expertise: Proficiency in Telecom BSS/CVM/Campaign Management, Big Data platforms, or Customer Analytics Solutions. Exposure to big data technologies would be beneficial. - Leadership Skills: Demonstrated ability to manage large teams, handle complex client relationships, and drive business transformation. - Process Expertise: Familiarity with ITIL, Agile/Scrum, and Quality Governance. - Education: A Bachelors degree in Engineering is required. Additional Company Details: Pelatro is a leading provider of support and telecom solutions, emphasizing a customer-first mindset and operational excellence. The company values stakeholder management, strategic thinking, and the ability to deliver under tight deadlines. If you are excited about this opportunity, please send your resume to veena.j@pelatro.com.,