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

Work arrangement
No