Northeast Regional Lead, Customer Delivery

Peregrine Technologies•New York, NY

10d•Hybrid

About The Position

Backed by leading Silicon Valley investors, Peregrine helps public safety organizations, state and local and governments, federal agencies, and private-sector institutions address society’s 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. Today Peregrine supports hundreds of customers across 30+ states and two countries, serving more than 125 million people — and we’re amplifying our impact as we expand into the enterprise and internationally. The Role As Peregrine rapidly scales to deploy our technology across the United States, we're looking for Regional Leads to own and manage the full customer delivery lifecycle, from customer kickoff, to high impact workflow development, to scaled user adoption, through to renewal and growth. You will manage a team of Deployment Strategists, Customer Advocates, and Trainers to achieve region-specific customer impact, delivery, and growth goals. You will rigorously debug and unblock stalled or delayed deployments; drive innovation and growth in the region; build strong relationships with customers to connect them more closely to the company; raise the bar for your team; and ultimately be accountable for customer outcomes in the territory. Your North Star: Organize and lead your regional customer delivery team to produce best-in-market customer outcomes at every account in your geography: Fast time to impact, robust platform adoption, seamless renewals, and material customer growth, advocacy, and evangelism.

Requirements

You have deep familiarity with enterprise software deployment and can credibly coach technical and non-technical practitioners at any stage of the lifecycle. Even if you’re not hands-on with code every day, you’re technically capable and able to guide technical data engineering and implementation teams through customer problem definition and workflow development motions
You've managed customer-facing delivery teams and have a clear, practiced point of view on what good looks like
You operate with urgency. Every week a customer isn't seeing value is a week that compounds against you. You set the pace for your team
You are a humble, service-oriented leader. You measure your own success by what your people accomplish, not by what you personally deliver
You communicate with precision and vision across audiences, from a Deployment Strategist troubleshooting a data pipeline, to a law enforcement executive evaluating whether to renew, to a panel audience assessing whether to engage with Peregrine at a regional conference, to an internal meeting with company leadership
You're motivated by the opportunity to build something. Our business is small and growing fast, and we are looking to hire leaders who are excited about shaping the trajectory of this role and the culture of the company
5+ years in enterprise software delivery, consulting, or business operations leadership, with at least 2 years managing customer-facing teams
Demonstrated track record owning customer outcomes end-to-end, including time to value, adoption, renewal, and expansion metrics
Willingness to travel within your region regularly (~50%)
When not traveling, this role will be in office 4 days/week in our NYC office

Nice To Haves

Experience in or strong familiarity with public safety, law enforcement, or government technology preferred but not required

Responsibilities

Command the delivery lifecycle
Manage customer standups towards a state of consistent, rapid, and high quality experiences that directly respond to each customer agency’s success criteria and project goals
Monitor customer health across your region, proactively identifying post-implementation customers that show signs of declining adoption, stalled workflows, or emerging risk, and triage and action the appropriate intervention through your team
Prioritize and deconflict training and sustainment resources across your region to ensure the most important work gets done first
Lead your team
Directly manage a team of Deployment Strategists
Coach and lead your team, and enable individual contributors to effectively prioritize and action their customer- and region-specific through regular standups and a robust, clear operating rhythm
Cultivate talent
Own your team's development. Support your team in hitting their goals through mentorship, 1:1s, training, and feedback delivery. If you are successful, every individual contributor on your team should have a high slope at the company within months of starting
Actively identify, advocate for, and invest in standout contributors across your region
Sponsor your team through unusually challenging work. The people who thrive at Peregrine should become more capable leaders faster than they would have anywhere else because you challenged them to attain epic outcomes and supported them through achieving them
Drive adoption and in-customer growth
Rigorously monitor customer relationships, key decisionmaker sentiment, executive-facing communications, and user adoption post-launch to develop judgment about which customers need the most help. Proactively resource interventions with alacrity before customer problems compound
Identify in-customer growth opportunities (such as new user groups, use cases) and partner with Sales to execute on them
Surface high-leverage customer stories and wins for Sales, Marketing, and company executives
Ensure renewals
Maintain a current, honest view of customer health and renewal risk across every account in your region
Proactively work with Customer Advocates, Contracting, and Sales to de-risk renewals
Own your region
Be accountable for customer outcomes across every account in your region, from deployment speed to adoption to net dollar retention
Partner closely with regional Sales counterparts to turn strong customer delivery into a pipeline for new logos and customer expansions
Develop a precise, current picture of your region: the accounts at risk, the competitive dynamics, the TAM, and the influencers that shape how government technology gets adopted locally
Translate that picture into a vision on how Peregrine will win in the region. Communicate your vision consistently and clearly, and make sure your team executes effectively against it