Cluster Head - Police Vertical

Job Description:

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.

Required Skills & Competencies:

- 15+ Years of extensive experience in service management in IT/Software Product line.

- 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.

Key Result Areas (KRA's):

Area Metric:

- 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.