Cluster Head

Innefu Labs; Delhi; On-site; INR 600,000 - 900,000; Full time

Job summary

Innefu Labs seeks a Cluster Head – Police Vertical to own the analytics business relationship within the Police/Law Enforcement segment and lead a team of Service Managers dedicated to on-ground customer servicing, escalation resolution, and account growth.

You will engage senior officers, manage key accounts, drive cross-sell opportunities, and steadily improve CSAT and overall cluster performance across diverse districts.

Qualifications

• 15+ years of service management experience in IT/Software Product domains.
• Strong understanding of analytics products and how to communicate value to senior stakeholders.
• Excellent stakeholder management with comfort engaging senior government/police officials (IG, DIG, ADG).

Responsibilities

• Own analytics business relationship within the Police/Law Enforcement segment.
• Lead and mentor a team of Service Managers responsible for on-ground customer servicing, escalation, and growth.
• Drive cross-sell targets and improve CSAT across the cluster.
• Track account health, usage, and satisfaction metrics; act as final escalation point.

Skills

Leadership

Stakeholder management

Customer relationship management

Escalation handling

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.
• 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.
• 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.
• 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.
• 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.

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