Core Client Advocate, Northern California

Peregrine Technologies•San Francisco, CA

2d•Hybrid

About The Position

Peregrine helps public safety organizations, state and local governments, federal agencies, and private-sector institutions address societal challenges with unprecedented speed and accuracy. Our AI-enabled platform turns siloed and disconnected data into operational intelligence — instantly surfacing mission-critical information to empower better, faster decisions that improve outcomes at every touchpoint. Peregrine supports hundreds of customers across 30+ states and two countries, serving more than 125 million people. We are looking for a Customer Advocate to own all customer relationships throughout the contract. You will be the primary interface between our customers and our team, representing the voice of the customer to our engineers and supporting the customer with new updates, workflows, and features to the platform. This involves interpreting multiple and complex data sources to ensure all users are working in Peregrine to the best of their ability, including dashboards, metrics, and onsite visits to build deep relationships with all agency stakeholders.

Requirements

3-5 years of direct experience supporting customers to adopt technical software solutions.
Ability to listen to and synthesize user feedback.
Be the first line of support throughout the contract.
Successful track record of zero churn and positive net revenue retention.
Excellent relationship-building skills.
Ability to communicate technical and non-technical concepts to a diverse audience.
Ability to travel ~60% of the time.
High value on maintaining positive customer relationships.
Energized when working directly with customers.
Passion for uncovering and addressing roadblocks.
Creative and adept critical thinking skills to problem-solve barriers at customer agencies.
Incredible attention to detail.
Highly organized.
Ability to manage multiple projects at once.
Curious and humble mindset.
Collaboratively solving difficult customer challenges with other team members.

Nice To Haves

Previous work directly or in a vendor relationship with law enforcement, public safety, or the military is strongly preferred.
Significant experience in the enterprise software space.
Startup experience also a plus.

Responsibilities

Own all customer relationships throughout the contract.
Act as the primary interface between customers and the Peregrine team.
Represent the voice of the customer to Peregrine's engineers.
Support customers with new updates, workflows, and features to the platform.
Interpret multiple and complex data sources to ensure users are working in Peregrine to the best of their ability.
Utilize dashboards and metrics to monitor customer success.
Conduct onsite visits to build deep relationships with all agency stakeholders.
Ensure full user adoption and foster long-term relationships.
Lend an empathetic ear to solve customer challenges and unlock new ways to provide value.
Find creative ways to work through internal roadblocks to ensure customer success.
Partner with other teams to develop case studies and success stories.
Ensure customer retention and growth.