Manager Of Customer Advocacy

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 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

The Customer Advocacy Manager is critical to the success of the Palmetto Platform, managing strategy for all customer escalations, and concerns throughout the customer journey, from the day of the sale to years down the road. You will also manage our community engagement team to ensure our online community experience and direct-to-customer outreach should advance solar education, scout for compelling stories to highlight, and identify support-related issues. This role will work alongside executive leadership to identify key trends and work to build a roadmap focused on reducing customer escalations through partnership with our legal, insurance, product, operations, and sales teams.

If you’re an advocate for customer success, are detail-oriented, and love building and improving processes as you go- we’ve got a spot for you!

Strategic & Tactical

• Partner with Risk, Safety, Insurance, Compliance, and Human Resources to implement and own the end-to-end incident occurrence to the resolution process
• Manage a team capable of fielding inbound customer escalations via cases and calls, following predetermined processes to ensure rapid response and resolution of all customer issues. This includes escalations through phone/chat/email, review sites, social media, AG/BBB, and other official channels.
• Manage proactive engagement strategy with community specialists on review sites and social media.
• Own the customer reimbursement budget, and establish a program that satisfies customer needs while also mitigating the financial impact to Palmetto and reducing spend over time.
• Ensure proactive outreach occurs to all NPS detractors and passives in less than 2 hours.
• Engage in evolving the Voice of Customer program and work with cross-functional teams to build a strategic roadmap
• Partner with Policy and Legal Teams to ensure Palmetto is the industry benchmark for compliance adherence.
• Team development and coaching

Qualifications

• You’re flexible, and able to turn on a dime to address new challenges.
• BS/BA Preferred
• You’re a natural problem solver, championing the customer while navigating your way quickly to solutions to complex issues.
• Process improvement experience
• Minimum 3-5 years of experience; 2 years in a team lead or manager role
• Attention to detail
• You’ve got a passion for customer engagement, with a mind for logistics, balancing customer experience with operational efficiency.
• Enjoys working in a fast-paced rapidly changing environment
• You are outgoing, engaging, and empathetic- you can build trust and rapport with customers, channel sales members, and internal teams.
• You work well with a group, guiding team members to success and striving to hit goals.
• Knowledge of the construction or solar industry preferred
• Customer service mindset
• Problem solver
• You communicate effectively in a business environment and operate under a deadline.

Employment is contingent upon the successful completion of a background check.

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