Associate Director/Director – Support

3 days ago

Bengaluru, Karnataka, India Pelatro Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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
  • 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.

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

Job Features
Job Category

Support, telecom

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