Core Client Advocate, Florida

About the role

As a Customer Advocate, you will 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.

Full user adoption and long-term relationships are your top priority. 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.

The position is field-based, remote in Florida's Sarasota, Hardee, De Soto, Charlotte, Lee, Collier, Hendry, Glades, Highlands, or Okeechobee counties (Region 6, aligned with Florida's Emergency Management regions), with weekly onsite visits/travel required across that region and surrounding areas. Location is subject to change to align with business needs.

Responsibilities

• Serve as the primary interface between customers and the Peregrine team, ensuring seamless communication and support.
• Interpret complex data sources to optimize user adoption of the Peregrine platform, including dashboards, metrics, and onsite visits.
• Build deep relationships with agency stakeholders to drive full user adoption and long-term customer satisfaction.
• Address customer challenges with empathy and creativity to unlock new value in their work.
• Navigate internal roadblocks to ensure Peregrine delivers success across the entire agency.
• Partner with internal teams to develop case studies and success stories highlighting Peregrine’s impact.
• Act as the first line of support throughout the contract, synthesizing user feedback and ensuring customer retention.

Requirements

• 3-7+ 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.
• Significant experience in the enterprise software space; startup experience is a plus.
• Proven ability to listen, synthesize user feedback, and provide first-line support.
• 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 diverse audiences.
• Ability to travel up to 60% of the time.

Qualifications

• High value placed on maintaining positive customer relationships and addressing their needs empathetically.
• Energized by direct customer interaction and passionate about user engagement and product adoption.
• Strong critical thinking and problem-solving skills to address roadblocks at customer agencies.
• Incredible attention to detail, highly organized, and capable of managing multiple projects simultaneously.
• Curious and humble mindset for collaboratively solving difficult customer challenges.

Pay

Salary Range: $110,000 - $130,000 annually, plus benefits, equity (if applicable), and bonus (if applicable). Actual compensation is influenced by factors including skill set, level of experience, and work location.

Benefits

Information on the benefits offered is available here.