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.