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Program Manager, Voice of Customer, CX

Palmetto Clean Technology

Palmetto Clean Technology

Customer Service, Operations
Charlotte, NC, USA · Charlotte, NC, USA · Carolina, WV, USA · United States
Posted on Monday, May 27, 2024
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.

This role is located in-person at our HQ in Charlotte, NC.

Summary of Role

We are seeking a highly motivated and experienced Voice of the Customer (VoC) Program Manager to join our Customer Experience & Support team. The VoC Program Manager will be a key member responsible for designing, implementing, and managing programs that capture, analyze, and act on customer feedback. We will leverage this information to improve our products, services, and overall customer satisfaction. The VOC Program Manager will also serve as an internal driver of a customer-first culture, helping Palmetto continue to establish its standing as the client experience leader in the clean technology space.

Strategic & Tactical

  • Program Development and Management:
    • Design and implement a comprehensive Voice of the Customer program that includes surveys, focus groups, interviews, and other feedback mechanisms.
    • Develop a structured approach to capturing, analyzing, and reporting on customer feedback.
    • Map out the customer journey and identify gaps / weaknesses to address.
    • Collaborate with cross-functional teams to ensure the VoC program aligns with business objectives and customer needs.
  • Data Analysis and Reporting:
    • Analyze customer feedback data to identify trends, pain points, and opportunities for improvement.
    • Create and maintain dashboards, reports, and presentations that effectively communicate insights to stakeholders.
    • Monitor key performance indicators (KPIs) related to customer experience, satisfaction and loyalty.
  • Customer Advocacy:
    • Act as a customer advocate within the organization, ensuring that customer feedback is heard and acted upon.
    • Work closely with business groups, product development, sales, and support teams to drive customer-centric improvements and mindset across the organization.
    • Champion the VoC program and promote a culture of continuous improvement based on customer insights.
  • Stakeholder Engagement:
    • Partner with internal stakeholders to understand their needs and ensure the VoC program provides actionable insights.
    • Facilitate regular meetings and workshops to share customer feedback and drive collaborative problem-solving.
    • Build strong relationships with key customers to gather in-depth insights and foster loyalty.
  • Continuous Improvement:
    • Continuously evaluate and enhance the VoC program to ensure it remains relevant and effective.
    • Stay up-to-date with industry best practices and emerging trends in customer experience and feedback management.
    • Implement process improvements to increase efficiency and effectiveness of the VoC program.
Qualifications

  • Bachelor's degree in Business, Marketing, Customer Experience, or a related field; Master's degree preferred.
  • 5+ years of experience in customer experience, customer feedback management, or a related role.
  • Experience in solar energy or a related industry is a plus.
  • Proven track record of designing and managing Voice of the Customer programs.
  • Strong analytical skills with the ability to translate data into actionable insights.
  • Excellent communication and presentation skills.
  • Experience with customer feedback tools and platforms.
  • Ability to work collaboratively with cross-functional teams and influence without authority.
  • Strong project management skills with the ability to manage multiple priorities.
  • Passion for improving customer experiences and driving customer-centric change.
  • Consumer experience (B2C or D2C) is required and experience in a high-growth startup is highly preferred.
  • Bias for action, entrepreneurial mindset, and focus on growth and scale.

Main KPIs

  • Customer contact rate
  • Industry standard CX KPIs
  • Cost / contact
  • NPS throughout journey
  • Palmetto brand reviews

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