Cluster Head

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.

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 Productline
• 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 (KRAs)

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