Northeast Regional Lead, Customer Delivery

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.

What You'll Do

Command the delivery lifecycle

• Master Peregrine's full deployment process, including data integration, workflow development, training delivery, and ongoing user adoption and engagement, so that you can credibly manage and coach your team towards delivering on their goals
• 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

What Success Looks Like

• Customers in your region deploy faster and adopt Peregrine more deeply than in comparable geographies
• Your direct reports are trusted across the company to delivery high-impact, high-stakes work consistently and ultimately develop into leadership and influencer roles across the business
• Renewals in your region are largely a formality because customers routinely feel the impact of our technology in their operations, and because customer executives are aware of and bought into their Peregrine deployments
• Sales and Marketing counterparts see your customer base as one of their best sources of pipeline and market validation

About You

• 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

We look for:

• 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
• Experience in or strong familiarity with public safety, law enforcement, or government technology preferred but not required
• Willingness to travel within your region regularly (~50%)
• When not traveling, this role will be in office 4 days/week in our NYC office

Salary Range: $195,000 - $225,000 Annually + Benefits + Equity (if applicable) + Bonus (if applicable)

Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific work location. Information on the benefits offered is here.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.