Core Client Advocate, Northern California

We are looking for a Customer Advocate to own all customer relationships throughout the contract. You’ll 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.

The Role

Full user adoption and long-term relationships are your top priority in this role. You lend an empathetic ear to solve our customer’s challenging problems and unlock new ways that provide value to their work. It’s important to find creative ways to work through internal roadblocks so Peregrine can create success throughout the entire agency. You’ll also partner with other teams to develop case studies and success stories for Peregrine’s outsized value. This role is critical to customer retention and growth and the right candidate needs to be an active and empathetic listener, a creative value-panhandler, and a proactive problem solver.

The position is field-based and while does not have an in-office requirement, you are expected to be on site with customers 50-60% of the time - regions include San Francisco, Sonoma, and Solano Counties.

About You

• You place a high value on maintaining positive customer relationships; you care about their needs and how we can give the best solution in an empathetic way
• You are energized when working directly with customers and crave a role at the intersection of user engagement and product adoption
• You have a passion for uncovering and addressing roadblocks so every user is always satisfied
• You are creative & have adept critical thinking skills to problem-solve barriers at customer agencies
• You have incredible attention to detail, are highly organized, and can manage multiple projects at once
• You bring a curious and humble mindset to collaboratively solving difficult customer challenges with other team members

What We Look For

• 3-5 years of direct experience supporting customers to adopt technical software solutions
• Previous work directly or in a vendor relationship with law enforcement, public safety, or the military is strongly preferred, not required
• Significant experience in the enterprise software space, startup experience also a plus
• Ability to listen to synthesize user feedback and be the first line of support throughout the contract
• Successful track record of zero churn and positive net revenue retention
• Excellent relationship-building skills with the ability to communicate technical and non-technical concepts to a diverse audience
• Ability to travel ~60% of the time