Cluster Head - Presales: Intelligence & Paramilitary

Mijas Consultants Jaipur; New Delhi; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Mijas Consultants Jaipur is seeking a Cluster Head Intelligence & Paramilitary to own the Analytics Business Relationship within the Intelligence Agencies and CAPF customer segment for the assigned cluster. You will engage with senior leadership (Director to DIG level) and lead a team of Service Managers responsible for on-ground customer servicing, escalation handling, and account growth.

The role requires deep product knowledge, exceptional stakeholder management, and a track record of

Qualifications

• Strong understanding of analytics products and ability to communicate value to non-technical, senior stakeholders.
• Excellent stakeholder management skills, with demonstrated comfort engaging senior officials within intelligence agencies and paramilitary/CAPF organizations.
• 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.
• High discretion, integrity, and confidentiality, given the sensitive nature of the customer segment.
• Willingness to travel extensively within the cluster, including to secure/restricted access locations as required.

Responsibilities

• Develop and maintain knowledge of analytics product line to represent it credibly to senior stakeholders.
• Stay current on product updates and translate them into value propositions for intelligence and paramilitary customers.
• Personally visit and engage with customers across the cluster, focusing on senior officer-level stakeholders.
• Build and sustain trust-based relationships with key decision-makers within intelligence and paramilitary establishments.
• Act as primary contact for strategic accounts within the cluster, handling sensitive security contexts.
• Lead, mentor a team of Service Managers for day-to-day customer servicing across the cluster.
• Set targets, monitor progress, and drive accountability; conduct regular performance evaluations.
• Identify skill gaps and drive grooming/development initiatives.
• Own cross-sell targets and improve CSAT across the cluster.
• Track account health, usage, and satisfaction metrics and act proactively.
• Act as final escalation point, diagnose and resolve escalations with internal teams.
• Implement processes to reduce escalation recurrence and improve first-time resolution.

Skills

Analytics product knowledge

Stakeholder management

People management

Cross-sell capability

Problem solving

Discretion confidentiality

Willingness to travel

Job description

The Cluster Head Intelligence & Paramilitary Vertical will own the Analytics Business Relationship within the Intelligence Agencies and Paramilitary/Central Armed Police Forces (CAPF) customer segment for the assigned cluster. This role requires a strong understanding of the analytics product line, the ability to engage confidently with senior leadership (Director/Joint Director/Additional Director/IG/DIG level, or equivalent), 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 intelligence and paramilitary customers.

Customer Relationship Management

• Personally visit and engage with customers across the cluster, with a specific focus on senior officer-level stakeholders (Director, Joint Director, Additional Director, IG, DIG, and equivalent ranks across intelligence agencies and paramilitary/CAPF organizations).
• Build and sustain strong, trust-based relationships with key decision-makers within intelligence and paramilitary establishments.
• Act as the primary point of contact for strategic accounts within the cluster, exercising discretion and sensitivity appropriate to the security context of these customers.

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 execute.
• 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

• Strong understanding of analytics products and ability to communicate value to non-technical, senior stakeholders.
• Excellent stakeholder management skills, with demonstrated comfort engaging senior officials within intelligence agencies and paramilitary/CAPF organizations.
• 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.
• High discretion, integrity, and confidentiality, given the sensitive nature of the customer segment.
• Willingness to travel extensively within the cluster, including to secure/restricted access locations as required.