Company Description Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all, we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact—without compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all. Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package—including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more—so you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profit—backed by a culture that values collaboration, impact, and balance. Join us in building a brighter, cleaner world. Location This role will be remote based on the West Coast. Reporting This role will report into the SVP, Business & Account Development. About You - You work well in a fast paced environment, and are nimble to adapt to new challenges. - You’ve got a passion for servant leadership, willing to support frontline sales reps and team members to successfully transact on the Palmetto financial product platform. - You enjoy building meaningful relationships and delivering a best in class partner experience Summary of Role The Relationship Specialist will be responsible for managing the support and processing ecosystem around Palmetto’s financial products for small and medium sized EPCs, providing direct support to partners, while collaborating closely with the Relationship Manager. Strategic & Tactical - Product Operations - Support EPC partner requests via email ticketing, chat support, mechanisms. - Manage all queues & action areas within the financial portal to ensure smooth transactions for partners, and remove friction and blockers to any transactions. - Provide coaching and training transactions to EPC partners & sales reps. - Assist in the continuous evaluation and improvement of internal processes and help build systems that meet current and future company service expansions. - Account & Relationship Management - Work closely with the regional Relationship Manager to understand partner needs and expectations, and begin to build relationships. - Surfacing global insights from EPC partner requests and interactions to LightReach Leadership and proactively identify opportunities to improve our product and partner experience. - Work with regional relationship managers in implementing regional strategies and initiatives to drive EPC engagement, including pipeline reviews - Foster a strong relationship with the regional Lightreach Pro Relationship manager, driving cohesive regional strategy. Qualifications - 3+ years of experience in a Product Operations, Customer Service, or Account Management Support role preferred. - Bachelor's Degree preferred. - Strong verbal and written communication skills, and a passion for building and nurturing relationships. - Excellent interpersonal and relationship building skills that improve collaboration and drives mutual success. - Enjoys working in a fast-paced rapidly changing environment. - Highly motivated and able to thrive in a fast-paced customer-centric environment where priorities may change quickly. - Strong problem solving abilities, with the ability to analyze data, spot trends, and develop creative solutions to challenges. - Proficiency in Google Suite, slack, intercom, chat support systems. - Ability to work independently and collaboratively in a team environment. - Knowledge of the construction or solar industry required. 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

• Lead customer onboarding and implementation efforts by gathering requirements, defining success criteria, and managing project timelines to ensure a smooth and timely go-live. • Work directly with customer teams to understand current state workflows, document operational processes, and design future state workflows that align with our platform and best practices • Support customers through organizational and process change by developing adoption plans, delivering structured training, and reinforcing new workflows across different roles and teams. • Facilitate live and virtual training sessions, tailor enablement materials to different user personas, and ensure customers feel confident using the platform in their day-to-day operations. • Serve as a consistent point of contact post go-live, monitoring customer health, addressing challenges, and helping customers continue to realize value as their needs evolve • Partner closely with Product, Support, and Sales to share customer feedback, identify common implementation challenges, and continuously improve onboarding and adoption experiences.

• Lead point of contact for all client account management matters • Suggest solutions and innovative ideas to meet client needs • Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors • Be the leader and orchestrator during customer escalation situations ensuring responsiveness and speedy resolution • Build effective business strategy for client’s post launch to enable the long-term retention and growth of the account • Collaborate with internal teams to advocate for client’s needs, drive adoption, and provide best in class support • Clearly communicate the progress of monthly, quarterly and annual initiatives to internal and external stakeholders • Forecast and track key account metrics (e.g. enrollment and adoption) • Analyze data through reports and trends • Negotiate contracts and close renewal agreements • Minimize Churn, anticipating and identifying risks and mitigating them • Upsell and cross sell new products and services

• Primary responsibility of Customer Success Strategist is to successfully manage customer relationships by optimizing the customer experience, driving achievement of Ciena cost management, as well as the booking of contract modifications and proper invoicing. • The responsibility is to lead Services in the CALA North Sales Hub. • Ensure that customer needs are met and maintained, identifying any shortfalls and providing guidance on modifications that may be required to adhere to all service margins and timely maintenance renewals. • Customer Success Strategists typically interface with the Ciena Program Managers, Services Project Management and require to interact / provide feedback to Ciena Operations teams, Field Operations, Sales, Bid Management, Service Delivery Groups, and Finance to ensure project / contract deliverables and financial targets are met. • Provide day-to-day leadership for the Services business, ensuring alignment with Ciena's mission, values, and goals. • Develop and execute strategies to expand Ciena's footprint in the segment, driving revenue, profitability, and market share. • Accountable for opportunity management in Salesforce and subsequently Kantata for service projects ensuring they are reflecting the most up to date metrics. • Manages the reflection and upkeep of customer health within the Gainsight database. • Acts as Ciena Government Solutions sub-contracts administrator by working with Ciena Contract Management to ensure contracts and contract modifications are reflected properly within both Mavenlink and Salesforce. • Interfaces with the Ciena Account Teams, Services Quoting Team, and Order Management Group to ensure the proper quoting and processing of certain sub-contracts. • Works with Ciena Accounts Receivable on invoicing and the proper processing of payments for certain sub-contracts. • Facilitate communication between internal groups, internal functions, and outside suppliers/customers as necessary in support of bookings and project execution. • Assure all parties maintain close communication and coordination regarding business metrics as well as ensuring they are accurately reflected in their respective internal databases. • Work directly with Service Project Managers to maintain project schedules and report to management regularly or as agreed as well as participating in process improvement initiatives as assigned.