Cluster Head - Police Vertical - Security/Law Enforcement

Role Overview:

We are looking for a Cluster Head - Police Vertical to lead customer success and service operations across state police and law-enforcement accounts.

This is a senior leadership role with end-to-end responsibility for customer relationships, service delivery, customer satisfaction, AMC renewals, cross-selling and cluster-level P&L. The individual will work closely with senior police leadership, ensure effective adoption of deployed solutions and expand business within the existing customer base.

Key Responsibilities:

Customer Relationship Management:

• Build and maintain trusted relationships with senior officers across state police and law-enforcement organisations.
• Engage with stakeholders at IG, DIG, ADG and equivalent levels.
• Conduct regular account visits, including secure police installations, while maintaining strict confidentiality and discretion.

Service Operations & Customer Success:

• Own end-to-end service delivery, account health, product usage and customer satisfaction across the cluster.
• Drive adoption of deployed solutions and resolve service issues, escalations and customer concerns.
• Establish service reviews, account-health tracking and escalation processes to improve customer experience.

AMC Renewals & Revenue Growth:

• Own AMC renewals and ensure timely renewal of existing contracts.
• Identify opportunities to cross-sell additional solutions within the installed customer base.
• Work with Sales and Presales teams to develop account-expansion opportunities and achieve revenue targets.

P&L and Business Ownership:

• Own cluster-level P&L, operating performance and return on investment.
• Track service costs, renewal revenue, customer retention and cross-sell performance.
• Develop account plans and operational strategies aligned with business objectives.

Team Leadership:

• Lead and mentor a team of 3 - 4 service managers and business analysts.
• Define KRAs, establish operating processes and build accountability across the team.
• Enable the team to resolve routine issues independently while maintaining appropriate escalation and confidentiality protocols.

Mandatory Requirements:

• 15+ years of overall professional experience, preferably in service operations, customer success, strategic account management or programme leadership.
• Direct experience serving state police and/or law-enforcement agencies is mandatory.
• Demonstrated ownership of post-deployment service delivery, customer relationships and escalations.
• Experience managing AMC renewals, customer retention and cross-selling or account expansion.
• Strong senior stakeholder management skills and the ability to engage credibly with senior government and police officers.
• Experience leading teams and managing business performance, budgets or P&L.
• Ability to handle sensitive customer information and operate with integrity, discretion and professionalism.
• Willingness to work on-site in New Delhi and travel extensively across the assigned cluster.
• Must be an Indian national and willing to undergo rigorous background and security verification.

Preferred Background:

• Candidates from predictive policing, OSINT, digital forensics, cybersecurity, intelligence analytics, lawful interception or related government technology organisations will be preferred.
• Professionals who have transitioned from police or law-enforcement services into technology, service delivery or commercial leadership roles may also be considered, provided they demonstrate the required customer and business ownership.

What Success Looks Like:

• Strong relationships with senior stakeholders across assigned accounts.
• Improved product adoption, customer satisfaction and account health.
• Timely AMC renewals and reduced risk of contract lapses.
• Growth in cross-sell revenue from existing customers.
• Effective service operations, empowered teams and achievement of cluster P&L targets.

Important:

• This is not a pure sales, tendering or implementation role. Candidates must have direct police or law-enforcement customer exposure and meaningful ownership of post-sales service and account growth.