Job Description

Job Type : Permanent with Pelatro

Work Location: Bangalore

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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.


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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.


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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


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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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Job Features

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Job Category

Support, telecom