Southwest Regional Lead, Customer Delivery

About 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.

Responsibilities

• 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 decision maker 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 t

Benefits

Additional Information

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.

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