Cluster Head – Client Service Delivery & Business Growth (Police Vertical)Experience: 15+ YearsIndustry: IT / Software Products / AnalyticsLocation: Cluster-based role | Extensive travel requiredRole OverviewWe are seeking an experienced Cluster Head – Client Service Delivery & Business Growth to lead customer relationships, service delivery, and business growth within the Police & Law Enforcement vertical.The role involves managing strategic customer relationships with senior police officials, leading a team of Service Managers, ensuring high levels of customer satisfaction, resolving critical escalations, and identifying opportunities for cross-selling and account expansion.The ideal candidate will bring solid experience in IT/software product environments, excellent stakeholder management skills, and a proven track record in team leadership, customer success, and commercial growth.Key Responsibilities1. Customer Relationship & Stakeholder ManagementBuild and maintain strong relationships with senior police and law enforcement officials, including IG, DIG, ADG, and equivalent ranks.Conduct regular customer visits and engagement meetings across the assigned cluster.Serve as the primary point of contact for strategic accounts, ensuring effective communication and long-term relationship development.2. Product & Domain ExpertiseDevelop a thorough understanding of analytics products, their capabilities, applications, and roadmap.Communicate product value propositions and relevant use cases to senior, non-technical stakeholders.Stay updated on product enhancements and identify opportunities to improve customer adoption.3.



Team Leadership & Performance ManagementLead, mentor, and manage a team of Service Managers responsible for customer servicing and account management.Establish performance goals, monitor team outcomes, and ensure accountability.Conduct regular performance reviews, provide constructive feedback, and implement individual development plans.Identify capability gaps and drive team development initiatives.4. Business Growth & Customer SuccessDrive cross-selling and upselling opportunities across existing customer accounts.Identify opportunities for additional product adoption and account expansion.Monitor customer satisfaction, product usage, and account health to strengthen customer retention.Ensure consistent service quality and achievement of cluster-level customer satisfaction (CSAT) targets.5. Escalation & Service Delivery ManagementAct as the final escalation point for critical customer issues across the cluster.Coordinate with internal product, technical support, and delivery teams to ensure timely issue resolution.Identify root causes of recurring issues and implement corrective measures to improve service delivery and first-time resolution.Key Result Areas (KRAs)Customer Engagement: Regular engagement with senior police and law enforcement stakeholders.Team Performance:



Achievement of team targets, completion of performance reviews, and execution of development plans.Business Growth: Achievement of cross-selling, upselling, and account expansion targets.Customer Satisfaction: Improvement and maintenance of cluster-level CSAT scores.Escalation Management: Timely resolution of escalations and improved closure rates.Service Delivery Excellence: Consistent service quality and proactive account management.Required Skills & Qualifications15+ years of relevant experience in service management, customer success, client relationship management, or service delivery within IT/software product organisations.Strong understanding of analytics-based software products and their applications.Demonstrated experience engaging with senior government and police officials, preferably at IG, DIG, ADG, or equivalent levels.Proven experience leading teams, managing performance, and developing service management professionals.Strong commercial acumen with experience driving cross-selling, upselling, and account growth.Excellent stakeholder management, communication, and negotiation skills.Strong problem-solving capabilities and experience handling critical customer escalations.Willingness to travel extensively within the assigned cluster.Ideal Candidate Profile: A senior professional from an IT/software product organisation with experience in the Police & Law Enforcement ecosystem, strong government stakeholder relationships, and the ability to combine service delivery leadership with customer retention and business growth.

📌 Cluster Head - Client Service Delivery & Business Growth (Police & Law Enforcement Vertical) (Jaipur)
🏢 Antal
📍 Jaipur