Senior Member Services Manager

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
Palmetto is seeking a highly skilled and strategic Senior Manager of Member Services. This person will be responsible for building out a programmatic retention strategy across the Sales Partner Channel. The ideal candidate will be a self-starter, out-of-the-box thinker, highly analytical, project manager, and B2B2C focused marketer who obsesses over building better partner relationships. This person enjoys creating foundational partner tools/programs to increase loyalty and overall growth for the channel through marketing materials, business services, capital funding, total rewards, referral, and lead-buy programs, etc.

This is a very hands-on role, and you will be expected to make strategic decisions and promote innovative ideas while also providing significant day-to-day hands-on support. We have a great partner base, and now we need you to maintain and develop retention by being their voice and ensuring that we are laser-focused on keeping them engaged.

We’re looking for someone with an entrepreneurial spirit, enthusiasm for our mission, and of course, the ability to turn on a dime when necessary. Ownership and problem-solving skills will be key to success.

Strategic & Tactical
● Program Management
● Lead creation/distribution
● Channel incentivization and re-investment
● Channel enablement
● Develop a centralized backend support function
● Work to build capital support capabilities
● Refine our marketing development interface
● Training/Onboarding innovation
● Introduction of SAAS to further engage the member base
● Marketing operations
● Own, build, and execute retention campaigns across the channel
● Build and manage partner lists and segments
● Grow the LTV of our partner base; Increase average sales value and frequency of sales
● Lead the creation, implementation, and expansion of our partner NPS program
● Focus on driving conversions/retention via a multi-touchpoint retargeting approach
● Propose out-of-the-box ideas to support the creation and implementation of cross-channel promotional plans tailored to partner loyalty
● Own and develop comprehensive partner retention reports and trends
● Ensure a rapid pace of A/B or multivariate tests to optimize key program services; analyze findings, present recommendations, and scale as necessary
● Document, define and implement partner journeys, automation, and segmentation strategies through the analysis of partner behavior and sales activity

Qualifications
● Minimum of 7 years of programmatic/project management experience with knowledge of CRM and marketing/sales automation. Product-based business experience preferred. Experience with loyalty programs is a plus.
● Have a comprehensive understanding of how brands retain partners/customers, drive engagement, and increase LTV.
● Proven experience managing multiple channels and developing and executing partner retention strategies.
● Proven experience leading full-cycle partner programs from concept to execution.
● Data-driven, super comfortable pulling results, analyzing results, and drawing insights.
● Process oriented – must be able to communicate to a team what is a priority, why it’s important and the steps to execute – but aren’t afraid to initiate and run with ideas.
● Proficiency in data analysis and segmentation using Google Analytics, SQL, Excel, and Power BI or similar tools.
● Experience with building marketing/advertising services to increase sales throughput
● Ability to build campaigns and report from Salesforce.

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.

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