Cluster Head Client Service Delivery & Business Growth Police Vertical

Mijas Consultants Jaipur; New Delhi; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Mijas Consultants Jaipur seeks a Cluster Head for Police vertical to own analytics business relationships with senior police leadership and to lead a team of Service Managers driving service excellence and account growth across the cluster.

The ideal candidate will blend deep analytics product knowledge with strong stakeholder engagement, travel willingness, and a track record of cross-sell, escalations, and CSAT improvement.

Qualifications

• 15+ years of service management experience in IT/software product companies.
• Strong understanding of analytics products and ability to explain value to senior stakeholders.
• Proven people management, coaching, and performance management experience.
• Willingness to travel extensively within the cluster.

Responsibilities

• Own analytics business relationship with Police/Law Enforcement customers in the cluster.
• Lead, mentor, and manage a team of Service Managers for day-to-day servicing and escalations.
• Drive cross-sell opportunities and product adoption across accounts.
• Maintain and improve CSAT scores and monitor account health metrics.
• Act as final escalation point for customer issues within the cluster.

Skills

Service management

Analytics products

Stakeholder management

People management

Cross-sell / upsell

Escalation management

Willingness to travel

Job description

Job Description for Cluster Head - Client Service Delivery & Business Growth (Police Vertical)

The Cluster Head Police Vertical will own the analytics business relationship within the Police/Law Enforcement customer segment for the assigned cluster. This role requires a strong understanding of the analytics product line, the ability to engage confidently with senior police leadership (IG/DIG/ADG level), and hands-on leadership of a team of Service Managers responsible for on-ground customer servicing, escalation resolution, and account growth.

Key Responsibilities:

Product & Domain Expertise

• Develop and maintain a strong working knowledge of the analytics product line, its capabilities, use cases, and roadmap, sufficient to represent it credibly to senior stakeholders.
• Stay current on product updates and translate them into value propositions relevant to police/law enforcement customers.

Customer Relationship Management

• Personally visit and engage with customers across the cluster, with a specific focus on senior officer-level stakeholders (IG, DIG, ADG, and equivalent ranks).
• Build and sustain strong, trust-based relationships with key decision-makers within police departments.
• Act as the primary point of contact for strategic accounts within the cluster.

Team Leadership & People Management

• Lead, manage, and mentor a team of Service Managers responsible for day-to-day customer servicing across the cluster.
• Own overall team performance: set targets, monitor progress, and drive accountability.
• Conduct regular performance evaluations and provide structured feedback to team members.
• Identify skill gaps and drive grooming/development initiatives to build team capability over time.

Business Growth & Customer Success

• Own and deliver cross-sell targets across the customer base by identifying opportunities for additional product adoption.
• Own and improve the CSAT (Customer Satisfaction) score across the cluster, ensuring consistent service quality.
• Track account health, usage, and satisfaction metrics, and take proactive action where needed.

Escalation Management

• Act as the final point of escalation for customer issues within the cluster.
• Demonstrate expertise in diagnosing, prioritizing, and resolving escalations quickly and effectively, working with internal teams (product, support, delivery) as required.
• Put in place processes to reduce recurrence of escalations and improve first-time resolution.

Key Result Areas (KRAs):

• Customer Engagement - Regular visits/touchpoints with senior officers across the cluster
• Team Performance - Team performance review completion, grooming plans executed
• Business Growth - Cross-sell revenue/targets achieved
• Customer Satisfaction - CSAT score for the cluster
• Escalation Management - Escalation resolution time and closure rate

Required Skills & Competencies:

• 15+ Years of extensive experience in service management in IT/Software Productline
• Strong understanding of analytics products and ability to communicate value to non-technical, senior stakeholders.
• Excellent stakeholder management skills, with demonstrated comfort engaging senior government/police officials(IG, DIG and ADG Rank)
• Proven people management experience — team building, performance management, coaching.
• Strong commercial acumen with a track record of driving cross-sell/upsell.
• Sharp problem-solving skills with a track record of managing and resolving high-stakes customer escalations.
• Willingness to travel extensively within the cluster.