Role Overview
This Energy & Sustainability Account Manager role will be dedicated to the Touchstone IQ for Buildings software product and team. Your primary responsibility will be providing superior energy benchmarking and building performance support to customers.
Overall, success in this role requires outstanding attention to detail, the ability to manage many internal and client responsibilities simultaneously, and strong customer service skills. Additionally, you must be able to drive software product adoption, lead a best-in-class customer experience, and drive growth through renewals/retention and upsell. Experience using ENERGY STAR® Portfolio Manager and/or in the fields of energy/sustainability/environmental sciences is preferred but not required.
Location: Denver, CO (hybrid position - 3 days in-office; 2 days from home)
Minimum Experience:
- Education or experience in energy, sustainability, and/or environmental sciences
- 2+ years in customer service or account management
- Experience using ENERGY STAR® Portfolio Manager is strongly preferred but not required
Key Responsibilities
Provide energy benchmarking and building performance support to our paid customers using Touchstone IQ for Buildings.
- Communicating with building owners or managers about the required building and energy data on behalf of their properties
- Establishing and managing ENERGY STAR® Portfolio Manager ('ESPM') accounts
- Coordinating with relevant utility companies to establish auto-upload connections or obtain 12-month history of all energy and water data per benchmark criteria
- Ensuring total building energy and water data are accurately recorded
- Using Touchstone IQ for Buildings to perform quality control review of all data and resolve any discrepancies
- Communicating with applicable state or local programs as necessary
- Staying current on applicable benchmarking and building performance regulations
- Researching property details using appropriate Touchstone IQ and and online references
- Submitting reports to the respective city or state program and ensuring clients maintain compliance status
Build and sustain long-term customer relationships.
- Onboarding new customers to our software, ensuring a smooth transition from Sales to Customer Success through a clear understanding of stated needs/opportunities and timely follow up
- Leading the implementation of benchmarking and virtual energy assessment services with excellence (plan dependent)
- Developing and leading presentations about customer building portfolios, regulatory updates, and building improvement recommendations
- Providing added support/services dependent on plan, contract, or potential opportunity. This may include supporting level II or III energy assessments or other work in partnership with Engineering.
- Provide ongoing assistance to customers with navigating the software, escalating key software issues to your Supervisor and/or the Development team
- Meet client retention goals (95%) and all process milestones/deadlines
Closely collaborate with the broader Buildings team to advance sales and software goals.
- Supporting the Sales team with creating prospecting lists and researching compliance requirements for potential customers
- Proactively identifying opportunities to expand our revenue in accounts through software and service up-sell opportunities (in collaboration with Sales to close)
- Providing input on customer needs/desires to inform our software development priorities/pipeline and additional service or added value offerings
- Providing input on how we engage with every customer, including communication templates and optimizing the customer journey as needed
- Enabling successful roll-out of our solutions to customers, including sharing and/or developing material
- Identifying opportunities for customers to act as our advocates (e.g. testimonials, case studies, etc.)
- Supporting Controller and/or Sales to ensure that invoices have been paid
- Maintaining awareness of time investment relative to customer opportunity and/or plan, providing input on process efficiencies where possible
- Maintaining a detailed understanding of our product and services, and assisting customers with questions/suggestions that best deliver on their needs
- Addressing escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate
Success in this Role Requires
- Experience with benchmarking and/or using ENERGY STAR® Portfolio Manager is preferred but not required
- Strong interpersonal and customer service skills
- A demonstrated ability to operate and educate others on robust CRM tools and technology platforms
- Outstanding attention to detail combined with the ability to see the big picture
- An ability to prioritize and manage time effectively across many accounts and competing deadlines
- Clear and effective verbal and written communication skills including the ability to actively listen, proactively problem solve, and be highly responsive to the needs of our cross-functional internal team and all customers with whom you interact
- An ability to represent the company with a high degree of professionalism
- Good judgment and use of analytical skills in ambiguous situations
- Ability to learn or understand enacted energy policy, energy concepts, and the ability to educate others in a practical and technical manner
- A growth mindset — someone who is able to adapt to change and incorporate constructive feedback
Compensation
Compensation is dependent on experience with a base salary starting at $55,000. This role is also eligible for a performance-based bonus. Additional benefits include healthcare and dental insurance, parental leave, a Denver RTD EcoPass, a hybrid work schedule, paid holidays, vacation and sick days as well as a matching 401K package.
Company Overview
Touchstone IQ (www.touchstoneiq.com) is a leading-edge building energy management software & services company. The Touchstone IQ software platform aggregates complex energy data and automates analytics, benchmarking, and forecasting, with customized dashboards supporting building owners, governments, and utilities in meeting their energy & sustainability goals.
Founded in 2014, Touchstone IQ was created by a group of long-standing energy efficiency engineers and seasoned software development professionals. We realized the value an easy-to-use energy management software could provide—not only for building owners—but also cities and states working to achieve their climate action goals. Working in collaboration with prominent city governments and corporate real estate owners, the Touchstone IQ team perfected a tool that eases the pain points associated with achieving energy management goals, as well as complying with energy benchmarking and performance regulations. To learn more about our company please visit: www.touchstoneiq.com
Notice of e-Verification Process
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.
