Pelatro Solutions

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 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. 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. 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. 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: 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.