Cluster Head - Police

 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.

Requirements

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.
  

Benefits

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