Openings For Associate Director - Support in CVM (Telecom)

Openings with a product-based company for an Associate Director/Director Support role with CVM experience.

Are you going to be excited? Please send me your resume to veena.j@pelatro.com.

EXP: 15+ Years

Job Type: Permanent with Pelatro

Work Location: Bangalore.

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

1. Customer Success & Relationship Management

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.

1. Operational Excellence

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.

1. Leadership & People Development

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.

1. Product Strategy & Collaboration

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:

Domain Expertise:

Leadership Skills:

Process Expertise:

Education:

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 ? Send me your resume to veena.j@pelatro.com.