Energy & Sustainability Director of Account Management

ROLE OVERVIEWWe are seeking a highly organized, ambitious, and customer-focused professional to lead our Energy & Sustainability Account Manager team for Touchstone IQ for Buildings. This pivotal role combines client relationship management, team leadership, and strategic business leadership with the energy and sustainability sector for the built environment. As the Director of Energy & Sustainability Client Success, you will oversee a team of Client Success / Account Managers, lead relationships with national enterprise-level clients, and play a crucial role in advancing Touchstone IQ's product and service offerings. Your expertise in energy regulatory compliance and building performance standards will be instrumental in educating clients and driving software adoption.Key responsibilities include developing operational best practices, collaborating across departments to secure new business opportunities, and ensuring a best-in-class customer experience. You will be responsible for maintaining high client retention rates, driving upsell opportunities, and contributing to the overall growth and success of the business.The ideal candidate will have at least 5 years of experience in the energy and sustainability industry, with a strong background in team management and enterprise-level client leadership. A deep understanding of energy benchmarking and building performance standards is highly preferred.KEY RESPONSIBILITIESProvide support, oversight, training, and education for the Touchstone IQ for Buildings client success / account management team.Oversee and support the client success team, ensuring best-in-class customer service is being consistently delivered and all compliance deadlines are being metOptimize the process for ongoing monitoring to ensure no customer slips through the cracks Create training processes and educational materialsProvide ongoing education about changes/updates to regulatory changes, help navigate new utility/data access processes, and generally troubleshoot challenges associated with the benchmarking processReview all customer complaints and concerns and seek to improve all aspects of the customer experienceCollaborate with Touchstone IQ COO to establish clear client retention goals and process milestones for Account Management team to work towardCollaborate with leadership and Sales on resource forecasts and timelines, as well assigning and balancing resources against all client workBuild and sustain long-term customer relationships.Lead priority and enterprise-level client accountsProvide oversight to all clients managed by the Energy & Sustainability Account Managers, including energy benchmarking quality controlManage relationships with key client stakeholders to drive additional product adoption and strategic use casesOnboard 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 upProvide a superior level of client communication and project management, including ongoing status documentationLead and train Account Managers on the the implementation of virtual energy assessment services, building performance standards consultation, and other relevant servicesProvide ongoing assistance to customers or internal team members with navigating the software, escalating key software issues to the COO and/or the Software Development teamMeet client retention goals (95%) and all process milestones/deadlinesClosely collaborate with the broader Buildings team to advance sales and business goals.Present alongside Sales and/or Engineering team for key new business opportunitiesSupport the Sales team with creating prospecting lists and researching compliance requirements for potential customersProactively 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 materialIdentify 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 paidMaintain 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 needsAddress escalated customer issues with speed and urgency, orchestrating resources across the company as appropriateQUALIFICATIONSRequires a minimum of 5 years working in the energy and/or sustainability fields, team management, and client/account leadershipRequires a minimum of 3 years managing a team and clientsStrong 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 requiredStrong interpersonal and customer service skillsA demonstrated ability to operate and educate others on robust CRM tools (i.e., HubSpot) and technology/software platformsOutstanding attention to detail combined with the ability to see the big pictureAn ability to prioritize and manage time effectively across many accounts and competing deadlinesClear 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 interactAn ability to represent the company with a high degree of professionalismGood judgment and use of analytical skills in ambiguous situationsAbility to learn or understand enacted energy policy, energy concepts, and the ability to educate others in a practical and technical mannerA growth mindset "” someone who is able to adapt to change and incorporate constructive feedbackCOMPENSATIONCompensation 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 OVERVIEWTouchstone IQ () 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: NOTICE OF E-VERIFICATION PROCESSThis 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.

Created: 2025-01-27