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 solid, 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

📌 Cluster Head - Police (Delhi)
🏢 Innefu Labs
📍 Delhi