Cluster Head - Police

Innefu Labs Limited; Delhi; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Innefu Labs Limited seeks a Cluster Head – Police Vertical to own analytics business relationships with police/law enforcement clients across the assigned cluster. You will lead a team of Service Managers, engage senior officers, and drive account growth including cross-sell while ensuring service excellence and timely escalation handling.

You will stay current on analytics product capabilities, mentor the team, set performance targets, and push improvements in CSAT and account health,

Qualifications

• Deep knowledge of analytics products and use cases.
• Ability to engage senior police leadership (IG/DIG/ADG level).
• Strong leadership and mentoring of Service Managers.
• Proven track record in account growth and cross-sell.
• Ability to drive CSAT improvements.

Responsibilities

• Own analytics business relationships with Police/Law Enforcement customers.
• Lead a team of Service Managers for day-to-day servicing.
• Visit customers and engage senior officers.
• Set targets, monitor progress and drive accountability.
• Drive cross-sell opportunities and CSAT improvements.
• Own escalation management and reduce recurrence.

Skills

Stakeholder management

Leadership

Customer success

Analytics product knowledge

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.

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.

Area

Metric

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 resolution time and closure rate