Cluster Head - Presales: Intelligence & Paramilitary

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.