Company Description

Recognized by Forbes as one of the fastest-growing private companies in the United States. Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.

Our employees are our most valuable resource. Palmetto is a VC-backed high-growth company with a promote-from-within culture for talent development. We offer excellent traditional benefits such as unlimited vacation, medical, dental, and vision coverage, and retirement plans. We are also proud to offer innovative benefits that help our employees thrive in a 21st-century economy, including a fully remote work staff, 2-week annual sabbaticals, parental leave, and unlimited PTO - among other benefits.

Summary of Role

The Director’s primary objective will be to ensure a white glove customer experience across all company verticals throughout the lifetime of the customer journey. This role owns Palmetto’s customer coordination strategy, including proactive customer engagement and should exercise lessons learned through customer feedback to improve the Palmetto Marketplace Experience. If you’re obsessed with CX, and want to work with colleagues that share your passion, let's talk!

Strategic & Tactical

• Manage the CX Project Coordination team, leading all proactive customer engagement from point of sale through system activation.
• Own SOP creation and track and manage all work for customer experience coordination
• Develop team dashboards and success metrics, and manage teams to outperformance of customer experience targets
• Develop and implement team performance standards
• Manage all proactive Palmetto customer communication across verticals to ensure unified customer experience throughout their journey
• Collaborate with Palmettos CX and Consumer Teams to to map and institute ideal customer journeys, and manage constant improvement standards.
• Work with technology team and customer account management teams to implement customer self service workflows, reducing cost/touch to customer while maintaining market leading customer experience.
• Introduce processes and standards that will drive customer LTV through referrals, upsell, service offerings and ensure customer experience engages customers for the entirety of their Palmetto journey.
• Work with the technology team to refine customer engagement techniques

Qualifications

• 5-7 Years leading large customer experience teams
• Experience developing and instituting complex processes
• Experience collaborating with product and technology teams
• Solar Experience preferred

Main KPIs

• Customer NPS at time of System Activation
• Customer Fallout Rate (Retention)
• Customer Cycle Time, Sale to System Activation

Equal Employment Opportunity

Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.

For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy