Strategic Customer Success Manager

at 
Palmetto
Posted on 
27 Jan

Company Overview

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 benefits such as unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans.

We are a remote-first company and are proud to have great people working for us all over the United States.

Summary of Role

This role is responsible for executing the strategic vision and maximizing the lifetime value of our enterprise and utility partners. Our partnerships are varied and expanding, from lead referral and employee benefit programs to turnkey solar enablement and decarbonization. Reporting to the VP of Customer Success, you will be “the face of the business” and the main POC to these B2B, B2B2C, and utility clients across North America.

You will act as the quarterback for all post-sale activities. You are a true “team player” orchestrating cohesive action plans across multiple internal groups such as technical account management, product/engineering, corporate sales, CX, and operations. Maniacally focused on metrics, you continuously set a high standard of success for yourself and your customers. You exude a strong executive presence, can speak to Palmetto’s value proposition with ease, and are comfortable communicating and building relationships with C-level clients. You are a creative, out-of-the-box thinker, and your voice will be instrumental in shaping the programmatic evolution of the Customer Success team. Finally, you are a mission-driven individual, passionate about creating a better world for future generations, and will stop at nothing to see that vision realized.

Strategic & Tactical
- Enforce the deliverables and milestones of the partner-customer journey, from intake to onboarding, through implementation, program launch, and ongoing support and engagement
- Design and execute programs intended to meet our partner’s growth, customer experience, and product/tech requirements
- Align closely with technical counterparts to drive and oversee product enablement and adoption of the Palmetto tech platforms
- Own relationship management within the accounts, building horizontal and vertical frameworks that will help us secure buy-in, drive urgency, uplevel conversations, mitigate churn risk, and expand into untapped business units
- Build strategic success plans and drive projects that maximize value realization based on the partner’s corporate goals
- Run periodic business reviews aimed at documenting key milestones and opportunities for collaboration according to the client’s agreed-upon success criteria
- Share best practice and benchmarking metrics with partners, challenging them to be best-in-class and industry competitive with their peers
- Partner with corporate sales on growth and marketing opportunities within the account, including seller enablement and new market launches
- Collaborate with customer and product marketing teams to advocate and demonstrate your partner’s success to the market, including case studies, video testimonials, references, white pages, speaker engagements, communities, VOC interviews, and advisory boards
- Contribute to the betterment and longevity of the team by providing feedback, training new hires, and offering solutions for process improvement

Qualifications
- 5-7 years minimum experience managing Fortune 100, enterprise-level clients in B2B software or tech industries
- Proven track record of success with the metrics and performance indicators listed above
- Highly experienced in project managing internal and external initiatives, PMP certification a plus
- Excellent presentation, communication, and organizational skills
- Comfortable working with fast-paced, agile software teams, and interacting with PM software such as Miro, Trello, or Monday.com
- Understanding of solar, renewable, electrification or clean tech industries is a plus
- Comfortable working in a startup-style environment with an enterprise-scale vision
- Challenges the status quo and adapts to change
- Able to travel as needed (at minimum quarterly) to conduct on-site visits with partners
- Proximity to the intended client is a plus

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

Job Description

Company Overview

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 benefits such as unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans.

We are a remote-first company and are proud to have great people working for us all over the United States.

Summary of Role

This role is responsible for executing the strategic vision and maximizing the lifetime value of our enterprise and utility partners. Our partnerships are varied and expanding, from lead referral and employee benefit programs to turnkey solar enablement and decarbonization. Reporting to the VP of Customer Success, you will be “the face of the business” and the main POC to these B2B, B2B2C, and utility clients across North America.

You will act as the quarterback for all post-sale activities. You are a true “team player” orchestrating cohesive action plans across multiple internal groups such as technical account management, product/engineering, corporate sales, CX, and operations. Maniacally focused on metrics, you continuously set a high standard of success for yourself and your customers. You exude a strong executive presence, can speak to Palmetto’s value proposition with ease, and are comfortable communicating and building relationships with C-level clients. You are a creative, out-of-the-box thinker, and your voice will be instrumental in shaping the programmatic evolution of the Customer Success team. Finally, you are a mission-driven individual, passionate about creating a better world for future generations, and will stop at nothing to see that vision realized.

Strategic & Tactical
- Enforce the deliverables and milestones of the partner-customer journey, from intake to onboarding, through implementation, program launch, and ongoing support and engagement
- Design and execute programs intended to meet our partner’s growth, customer experience, and product/tech requirements
- Align closely with technical counterparts to drive and oversee product enablement and adoption of the Palmetto tech platforms
- Own relationship management within the accounts, building horizontal and vertical frameworks that will help us secure buy-in, drive urgency, uplevel conversations, mitigate churn risk, and expand into untapped business units
- Build strategic success plans and drive projects that maximize value realization based on the partner’s corporate goals
- Run periodic business reviews aimed at documenting key milestones and opportunities for collaboration according to the client’s agreed-upon success criteria
- Share best practice and benchmarking metrics with partners, challenging them to be best-in-class and industry competitive with their peers
- Partner with corporate sales on growth and marketing opportunities within the account, including seller enablement and new market launches
- Collaborate with customer and product marketing teams to advocate and demonstrate your partner’s success to the market, including case studies, video testimonials, references, white pages, speaker engagements, communities, VOC interviews, and advisory boards
- Contribute to the betterment and longevity of the team by providing feedback, training new hires, and offering solutions for process improvement

Qualifications
- 5-7 years minimum experience managing Fortune 100, enterprise-level clients in B2B software or tech industries
- Proven track record of success with the metrics and performance indicators listed above
- Highly experienced in project managing internal and external initiatives, PMP certification a plus
- Excellent presentation, communication, and organizational skills
- Comfortable working with fast-paced, agile software teams, and interacting with PM software such as Miro, Trello, or Monday.com
- Understanding of solar, renewable, electrification or clean tech industries is a plus
- Comfortable working in a startup-style environment with an enterprise-scale vision
- Challenges the status quo and adapts to change
- Able to travel as needed (at minimum quarterly) to conduct on-site visits with partners
- Proximity to the intended client is a plus

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

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