Energy & Sustainability Account Manager

2 weeks ago

Denver, United States CareerBuilder Full time

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

Role Overview
This role will be dedicate to the Touchstone IQ for Buildings software product and requires a highly organized, ambitious, and customer-minded individual focused on building long-term relationships. Your primary responsibility will be providing superior energy benchmarking support to our Full-Service 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)

Key Responsibilities
Provide energy benchmarking support to our Full-Service 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 providenot only for building ownersbut 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

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