ROLE OVERVIEW
The Energy & Sustainability Account Director will be dedicated to the Touchstone IQ for Buildings team, focused on providing the software and services to helping building owners and managers meet national energy regulatory compliance requirements (i.e., benchmarking, building performance standards, and other emissions reporting).
This role requires a highly organized, ambitious, and customer-minded individual focused on building long-term client relationships. Your primary responsibilities will include:
- Overseeing a team of Energy & Sustainability Account Managers
- Leadership of key Enterprise-level clients
- Educating our customers about relevant energy and building performance regulations
- Developing operational and reporting best practices
- Advancing the Touchstone IQ product and service offerings
- Collaborating with the Sales team to secure new clients and business opportunities
- Helping drive success of the total team and business
Overall, success in this role requires a deep understanding of the energy regulatory compliance landscape, excellent client and team management skills, a strong attention to detail, and cross-department collaboration. 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.
Requires at least 5 years of professionally experience in the energy/sustainability industry, team management, and client/account leadership. Preference will be given to those with an understanding of and/or experience with energy benchmarking and building performance standards.
KEY RESPONSIBILITIES
Provide support, oversight, training, and education for the Touchstone IQ for Buildings account management / customer success team.
- Oversee and support the Account Management team, ensuring best-in-class customer service is being consistently delivered and all compliance deadlines are being met
- Optimize the process for ongoing monitoring to ensure no customer slips through the cracks
- Create training processes and educational materials
- Provide ongoing education about changes/updates to regulatory changes, help navigate new utility/data access processes, and generally troubleshoot challenges associated with the benchmarking process
- Review all customer complaints and concerns and seek to improve all aspects of the customer experience
- Collaborate with Touchstone IQ COO to establish clear client retention goals and process milestones for Account Management team to work toward
- Collaborate with leadership and Sales on resource forecasts and timelines, as well assigning and balancing resources against all client work
Build and sustain long-term customer relationships.
- Lead priority and Enterprise-level client accounts
- Provide oversight to all clients managed by the Energy & Sustainability Account Managers, including energy benchmarking quality control
- Manage relationships with key client stakeholders to drive additional product adoption and strategic use cases
- Onboard key new clients to our services and software, ensuring a smooth transition from Sales to Customer Success through a clear understanding of stated needs/opportunities and timely follow up
- Provide a superior level of client communication and project management, including ongoing status documentation
- Lead and train Account Managers on the the implementation of virtual energy assessment services, building performance standards consultation, and other relevant services
- Provide ongoing assistance to customers or internal team members with navigating the software, escalating key software issues to the COO and/or the Software Development team
- Meet client retention goals (95%) and all process milestones/deadlines
Closely collaborate with the broader Buildings team to advance sales and business goals.
- Present alongside Sales and/or Engineering team for key new business opportunities
- Support the Sales team with creating prospecting lists and researching compliance requirements for potential customers
- Proactively identify opportunities to expand our revenue in accounts through software and service up-sell opportunities (in collaboration with Sales to close)
- Provide input on customer needs/desires to inform our software development priorities/pipeline and additional service or added value offerings
- Develop SOPs for how we engage with every customer, including communication templates and optimizing the customer journey as needed
- Enable successful roll-out of our solutions to customers, including sharing and/or developing material
- Identify opportunities for customers to act as our advocates (e.g. testimonials, case studies, etc.)
- Support our Controller and/or Sales team to ensure that invoices have been paid
- Maintain awareness of time investment relative to customer opportunity and/or plan, providing input on process efficiencies where possible
- Maintain a detailed understanding of our product and services, and assist customers with questions/suggestions that best deliver on their needs
- Address escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate
QUALIFICATIONS
- Requires a minimum of 5 years working in the energy and/or sustainability fields, team management, and client/account leadership
- Requires a minimum of 3 years managing a team and clients
- Strong preference will be given to those with an understanding of and/or experience with energy benchmarking and/or building performance standards.
- Degree(s) in the fields of energy, sustainability, and/or environmental sciences is preferred but not required
- Strong interpersonal and customer service skills
- A demonstrated ability to operate and educate others on robust CRM tools (i.e., HubSpot) and technology/software 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 ranging from $115,000-$150,000. 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.
