Title: Major Client Advocate, Bay Area Location: San Francisco United States Job Description: 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. We are looking for a Client 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 For our largest and most strategic deployments, adoption and measurable operational outcomes are your top priority. As a Major Client Advocate, you take end-to-end ownership of complex customer relationships - ensuring Peregrine delivers real, defensible impact at the executive level.You operate as the primary partner to senior agency leaders, translating technical delivery into sustained adoption, expansion, and long-term value. You are comfortable navigating ambiguity, structuring work across large organizations, and driving progress across internal and external stakeholders. This role is critical to protecting and growing Peregrine's most important accounts. The right candidate is structured, accountable, strategically minded, and deeply committed to owning outcomes - not just activity. Position is based remotely, but must be in the SF Bay Area for frequent travel across to our Bay Area customers. About You - You thrive in complex environments and enjoy taking full ownership of high-impact customer relationships - You are confident working with command staff, executives, and technical stakeholders alike - You bring structure to ambiguity and know how to align competing priorities toward a clear outcome - You are disciplined in tracking adoption, usage, and success criteria to protect renewals and drive expansion - You are calm under pressure and comfortable leading cross-functional teams without direct authority - You care deeply about delivering real operational value - not just checking boxes What We Look For - 5 to 7 years of experience owning enterprise deployments, implementations, or strategic accounts - Experience working in large, regulated, public-sector, or mission-critical environments - Proven ability to drive adoption and measurable outcomes beyond initial go-live - Strong executive presence and stakeholder management skills - Comfort managing scope, risk, and complex cross-functional coordination - Technical fluency sufficient to partner credibly with IT, Product, and Deployment teams - Experience supporting renewals and identifying expansion opportunities - Experience in public safety, government, or compliance-heavy environments is strongly preferred. - Ability to travel ~60% of the time across the Bay Area Salary Range: $125,000 - $160,000 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. Peregrine Technologies is committed to creating an inclusive environment for all employees. We celebrate diversity and are a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Role Description The Customer Solutions Advocate contributes to the department’s efforts to receive, process, and place referrals with approved network providers according to Federal, State, Client and Company regulations and procedures. As part of the placement processes, work with internal and external stakeholders to ensure timely and accurate delivery of services, achievement of service level agreements and departmental key performance indicators. Placement processes include: - Receiving inbound referrals - Opening new cases - Making outbound calls - Accepting inbound calls - Requesting pertinent information - Timely processing of data in company systems - Follow up activities to support a successful placement Essential Duties & Responsibilities: - Serves as primary contact for the coordination of therapy services with the injured worker in a high-volume and high-contact environment - Provides exceptional customer experience to injured workers, adjusters, case managers, therapy providers as well as internal business partners - Processes and manages assigned referrals to ensure all company procedures are followed while exceeding client expectations, SLAs, and team and individual KPIs - Maintain compliance with all company and departmental policies and procedures - Maintain compliance with State and Federal laws and regulations - Provides timely and accurate communication on cases by leveraging phones, fax, email, CRM, and company-specific software - Accepts inbound and outbound calls to support therapy placement activities and processes as well as stakeholder inquiries - Data entry of essential case data is of high accuracy and meets system requirements - Document and track support and ticket requests and ensures proper notification and resolution of issues impacting assigned cases - Troubleshoots patient and/or customer problems, identifies issue source, and works with management on resolution if required - Ability to multitask and handle multiple cases at one time - Ability to critically think through opportunities to delight the customer - Attention to detail in accurately documenting information in multiple systems - Professional and positive phone etiquette - Other duties as required/assigned Qualifications - High School diploma or equivalent required - Bachelor degree preferred, combination of education, training, and experience could be accepted in lieu of degree - 0-1 years of experience in similar role - Experience with multiple computer systems and programs - Proficiency in Word, Excel, CRM tools, preferably Salesforce - Proficient data entry skills Requirements - Professional and positive phone etiquette - High attention to detail and ability to execute specific client work instructions - Effective communication and customer service skills - Able to work with others professionally while completing multiple tasks simultaneously and successfully - Maintain a professional image and attitude - Ability to effectively present information and respond to questions from managers, providers, clients, customers and the general public - Ability to make decisions in the absence of detailed instructions and work independently or in a team environment - Advanced reasoning and problem-solving abilities and planning skills - Ability to work independently and in a team environment - Bilingual/Fluent in Spanish is preferred Benefits - Complete benefits package, including medical, dental, and vision insurance - 401(k) with company match - Generous paid time off

• Serve as a trusted advisor and primary point of contact for enterprise accounts. • Build deep understanding of each customer’s business goals, organizational structure, challenges, and success metrics. • Maintain accurate customer contact information; track org changes, decision makers, and stakeholders. • Prepare and lead standardized quarterly touchpoints and QBRs, driving strategic conversations and showcasing value delivered. • Align with customers on agency goals, program objectives, and annual business outcomes. • Review corporate updates, roadmap changes, and trends relevant to the customer’s long-term strategy. • Establish future meeting cadence; expand executive or stakeholder participation when necessary. • Provide coaching post implementation to ensure smooth adoption and early value realization. • Continuously educate customers on new product capabilities, best practices, and industry insights. • Review usage metrics/telemetry, adoption patterns, and business case impact tied to SLAs. • Surface whitespace opportunities based on account maturity, use cases, and operational needs. • Conduct quarterly monitoring of support tickets (e.g., within Zendesk) to identify patterns, risks, or inefficiencies. • Ensure SLAs are being met and review critical or unresolved support cases during QBRs. • Track open projects, enhancement requests, and roadmap commitments; ensure transparency and follow through. • Moderate group meetings (set agenda, establish objectives, capture actions/decisions, collect feedback, and publish recap notes). • Assist with onboarding by distributing product knowledge materials, playbooks, and tools to accelerate time-to-value for client adoption. • Partner with Marketing to plan and host webinars; own the end-to-end scaled education flow (promotion, delivery, recording, follow-ups, and content repository). • Publish the monthly/quarterly newsletter highlighting product updates, best practices, recordings, and upcoming training. • Share success stories and surface upsell/cross sell signals to Sales/Account Management based on usage patterns, maturity milestones, and customer feedback. • Coordinate with Product and Support to ensure customers have clarity on status and next steps, attend meetings with product to fully understand product roadmap and planned enhancements. • Act as the internal advocate for customers—translating their needs into actionable insights for Product, Engineering, Support, and Leadership. • Deliver and document structured VOC feedback on feature requests, adoption blockers, and market trends. • Lead renewal conversations with a proactive focus on value, outcomes, and future growth. • Partner with Sales on cross sell and upsell opportunities, providing talking points and context based on business alignment. • Maintain awareness of open opportunities, procurement cycles, and Salesforce pipeline activity. • Maintain clear communication channels with customer stakeholders at all levels. • Provide timely updates on product changes, best practices, case escalations, and risks. • Document all key interactions, risks, and opportunities in internal systems.

• Serve as a trusted advisor and primary point of contact for enterprise accounts. • Build deep understanding of each customer’s business goals, organizational structure, challenges, and success metrics. • Maintain accurate customer contact information; track org changes, decision makers, and stakeholders. • Prepare and lead standardized quarterly touchpoints and QBRs, driving strategic conversations and showcasing value delivered. • Align with customers on agency goals, program objectives, and annual business outcomes. • Review corporate updates, roadmap changes, and trends relevant to the customer’s long-term strategy. • Establish future meeting cadence; expand executive or stakeholder participation when necessary. • Provide coaching post implementation to ensure smooth adoption and early value realization. • Continuously educate customers on new product capabilities, best practices, and industry insights. • Review usage metrics/telemetry, adoption patterns, and business case impact tied to SLAs. • Surface whitespace opportunities based on account maturity, use cases, and operational needs. • Conduct quarterly monitoring of support tickets (e.g., within Zendesk) to identify patterns, risks, or inefficiencies. • Ensure SLAs are being met and review critical or unresolved support cases during QBRs. • Track open projects, enhancement requests, and roadmap commitments; ensure transparency and follow through. • Moderate group meetings (set agenda, establish objectives, capture actions/decisions, collect feedback, and publish recap notes). • Assist with onboarding by distributing product knowledge materials, playbooks, and tools to accelerate time-to-value for client adoption. • Partner with Marketing to plan and host webinars; own the end-to-end scaled education flow (promotion, delivery, recording, follow-ups, and content repository). • Publish the monthly/quarterly newsletter highlighting product updates, best practices, recordings, and upcoming training. • Share success stories and surface upsell/cross sell signals to Sales/Account Management based on usage patterns, maturity milestones, and customer feedback. • Coordinate with Product and Support to ensure customers have clarity on status and next steps, attend meetings with product to fully understand product roadmap and planned enhancements. • Act as the internal advocate for customers—translating their needs into actionable insights for Product, Engineering, Support, and Leadership. • Deliver and document structured VoC feedback on feature requests, adoption blockers, and market trends. • Lead renewal conversations with a proactive focus on value, outcomes, and future growth. • Partner with Sales on cross sell and upsell opportunities, providing talking points and context based on business alignment. • Maintain awareness of open opportunities, procurement cycles, and Salesforce pipeline activity. • Maintain clear communication channels with customer stakeholders at all levels. • Provide timely updates on product changes, best practices, case escalations, and risks. • Document all key interactions, risks, and opportunities in internal systems.