Strategic Technical Account 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 driving technical enablement and product adoption with our enterprise and utility partners. Our partnerships are varied and expanding, from lead referral and employee benefit programs to turnkey solar enablement and decarbonization. Partnered with Strategic CSMs, you will be a primary POC to these B2B, B2B2C, and utility clients across North America.

You will act as the managing lead for all technical activities post-sale, intaking plans scoped by our solutions engineering team and turning them into a reality for our valued partners. You are insatiable for knowledge, learning the inner workings of Palmetto’s world-class technology platform and balancing the tradeoffs of implementing partner use cases. You thrive in complex environments, collecting data and models to help your partners make informed decisions, and can speak with product/engineering counterparts with ease. 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 technical deliverables and milestones of the partner-customer journey, from intake to onboarding, through implementation, program launch, and ongoing support and engagement
- Drive product enablement and the partner’s adoption and utilization of the Palmetto tech platforms
- Align with product/engineering teams on asks related to tech requirements, as well as new feature requests, and conduct periodic outcome-based roadmaps alongside PM leads
- Share best practice and benchmarking metrics with partners, challenging them to be best-in-class and industry competitive with their peers
- Coordinate the efforts between support and engineering teams to quickly and cohesively address high-severity tickets and bugs, escalating when needed
- Drive the improvement of monthly and daily active platform usage metrics, and encourage user participation in training
- Work closely with customer success management to ensure the partner’s GTM and customer experience requirements are being met
- 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, ideally in a consulting or professional services capacity
- Familiar/literate with RESTful APIs, JavaScript, Node.js, popular React.js workflows (such as Flux or Redux), querying SQL & NoSQL databases (e.g. MongoDB, PostgreSQL)
- Proven track record of success with the metrics and performance indicators listed above
- Comfortable working with fast-paced and agile product software teams
- Strong written and verbal communication skills with the ability to distill complex information to audiences with varying levels of technical aptitude, as well as persuade C-level audiences (e.g. CTOs)
- Excellent presentation, communication, and organizational skills
- 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 adaptable to change
- Able to travel as needed (at minimum quarterly) to conduct on-site visits with partners. Proximity to the intended client 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 driving technical enablement and product adoption with our enterprise and utility partners. Our partnerships are varied and expanding, from lead referral and employee benefit programs to turnkey solar enablement and decarbonization. Partnered with Strategic CSMs, you will be a primary POC to these B2B, B2B2C, and utility clients across North America.

You will act as the managing lead for all technical activities post-sale, intaking plans scoped by our solutions engineering team and turning them into a reality for our valued partners. You are insatiable for knowledge, learning the inner workings of Palmetto’s world-class technology platform and balancing the tradeoffs of implementing partner use cases. You thrive in complex environments, collecting data and models to help your partners make informed decisions, and can speak with product/engineering counterparts with ease. 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 technical deliverables and milestones of the partner-customer journey, from intake to onboarding, through implementation, program launch, and ongoing support and engagement
- Drive product enablement and the partner’s adoption and utilization of the Palmetto tech platforms
- Align with product/engineering teams on asks related to tech requirements, as well as new feature requests, and conduct periodic outcome-based roadmaps alongside PM leads
- Share best practice and benchmarking metrics with partners, challenging them to be best-in-class and industry competitive with their peers
- Coordinate the efforts between support and engineering teams to quickly and cohesively address high-severity tickets and bugs, escalating when needed
- Drive the improvement of monthly and daily active platform usage metrics, and encourage user participation in training
- Work closely with customer success management to ensure the partner’s GTM and customer experience requirements are being met
- 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, ideally in a consulting or professional services capacity
- Familiar/literate with RESTful APIs, JavaScript, Node.js, popular React.js workflows (such as Flux or Redux), querying SQL & NoSQL databases (e.g. MongoDB, PostgreSQL)
- Proven track record of success with the metrics and performance indicators listed above
- Comfortable working with fast-paced and agile product software teams
- Strong written and verbal communication skills with the ability to distill complex information to audiences with varying levels of technical aptitude, as well as persuade C-level audiences (e.g. CTOs)
- Excellent presentation, communication, and organizational skills
- 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 adaptable to change
- Able to travel as needed (at minimum quarterly) to conduct on-site visits with partners. Proximity to the intended client 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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