Energy Benchmarking Account Supervisor

ROLE OVERVIEW

This role will be dedicated to the Touchstone IQ for Buildings software and energy benchmarking team. It requires a highly organized, ambitious, and customer-minded individual focused on building long-term client relationships. Your primary responsibilities will include providing superior energy benchmarking support to leading portfolio customers, supporting and training a team of Account Managers, educating our customers about relevant energy and building performance regulations, and helping drive success of the total team and business.

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.

At least 4+ years total career experience in the fields of and 2+ years of energy benchmarking and/or ENERGY STAR Portfolio Manager experience is required, preferably on behalf of state and local requirements nationwide. Team management experience is strongly preferred.

KEY RESPONSIBILITIES

Lead energy benchmarking on behalf of leading portfolio-level and/or enterprise customers. This includes but is not limited to:

• Communicating with building owners or managers about the required 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 (when applicable) are accurately recorded
• Using Touchstone IQ for Buildings, 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 laws and compliance regulations
• Researching property details using appropriate Touchstone IQ and and online references
• Submitting reports to the respective city or state program & ensure clients maintain compliance status

Build and sustain long-term customer relationships. This includes but is not limited to:

• 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
• Providing a superior level of client communication and project management, including ongoing status documentation
• Managing relationships with key stakeholders across priority accounts to drive additional product adoption and strategic use cases
• Leading the implementation of benchmarking and virtual energy assessment services with excellence (plan-dependent)
• Providing added support/services dependent on plan, contract, or potential opportunity. This may include supporting benchmarking data verification, level II or III energy assessments, or other work in partnership with Engineering.
• Provide ongoing assistance to customers or internal team members with navigating the software, escalating Meet client retention goals (95%) and all process milestones/deadlines
• Note: Customer feedback surveys will be used to solicit feedback and effectiveness.

Oversee and support the Account Management team, ensuring best-in-class customer service is being consistently delivered and all deadlines are being met:

• Be the owner/leader for key accounts and provide oversight to all others managed by the Account Managers, including benchmarking quality control
• 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 with the company 
• Collaborate with leadership 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

Closely collaborate with the broader Buildings team to advance sales and software goals. This includes but is not limited to:

• 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 (in collaboration with Marketing)
• 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, in most cases prior to completion of services
• 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 assist 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

• Requires 4+ years of career experience in energy/sustainability industry and 2+ years of experience with energy benchmarking
• Experience managing a team is strongly preferred 
• 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 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

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