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Project Manager, Fulfillment

Remote

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 has 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.

Summary

The Project Manager role is responsible for the throughput of a select cohort of projects from signed contract through PTO. In this role you will serve as the official point of contact for our customers, providing them with timely project updates, confirming stage progression, following up for any necessary documentation or paperwork, and supporting any questions or concerns from the customer. Additionally, you will  coordinate with internal operations teams to ensure the customer's project is progressing through the pipeline based on established operating SLAs. 

 

This is a critical role for Palmetto operations and Project Managers will be responsible for maintaining an element of world class customer service that aligns with our mission. 

 

Success Defined

  • Project progression through each phase of the project at or below the expected SLA
  • Customer updates and engagement every 7 days
  • Successful customer documentation request and change order execution <4 days

 

Strategic & Tactical

 

  • Establish and manage relationships with customer  base of Palmetto with the objective of driving predictable and high quality communication between Palmetto and Customer
  • Lower outgoing costs for CX/CAM/CAT by minimizing issues at the top of the funnel rather than them popping up downstream
  • Ensure customer is made aware of specific milestones (Including but not limited to, Order submitted, Final Design, Change orders, installation scheduling, Permission to operate)
  • Achieve excellence in customer satisfaction and achieve highest level possible in Net Promoter Score (NPS) Greater than 90%
  • Coordinate and collaborate with other Fulfillment Project Managers, Operations Management, sales teams, and other supporting groups
  • Daily outgoing tasks (Email, text, call)
  • Ensure any delays are addressed internally as well as communicated externally
  • Ensure all communication is logged/maintained in Salesforce
  • Maintain a “portfolio” of 100-200 projects based on volume and headcount
  • Identify and suggest operations/sales feedback to manager for training and/or support
  • Be Point of Contact for the customer for all things related to their project from Contract Received to Permission to Operate the system
  • Assist with internal departments, if needed for document collection, signature, etc. 
  • Ensure customer service levels are met or exceed Palmetto standards.



 

Required Background and Skills

  • Minimum 2 years of experience in a customer, tech, or sales support role
  • BS/BA Preferred
  • Enjoys working in a fast-paced rapidly changing environment
  • Customer service mindset with a sales acumen
  • Problem solver
  • Attention to detail
  • Strong computer skills (G Suite)
  • Ability to work independently as well as in a team
  • Excellent communicator, both written and verbal
  • Knowledge of the construction or solar industry preferred
  • Spanish speaker 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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