Job Description:

Minimum Experience:Education or experience in energy, sustainability, andor environmental sciences2+ years in customer service or account managementExperience using ENERGY STAR® Portfolio Manager is strongly preferred but not requiredRole OverviewThis 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 renewalsretention and upsell. Experience using ENERGY STAR® Portfolio Manager andor in the fields of energysustainabilityenvironmental sciences is preferred but not required.Location: Denver, CO (hybrid position - 3 days in-office; 2 days from home)Key ResponsibilitiesProvide energy benchmarking support to our Full-Service customers using Touchstone IQ for municating with building owners or managers about the required building and energy data on behalf of their propertiesEstablishing and managing ENERGY STAR® Portfolio Manager ('ESPM') accountsCoordinating with relevant utility companies to establish auto-upload connections or obtain 12-month history of all energy and water data per benchmark criteriaEnsuring total building energy and water data are accurately recordedUsing Touchstone IQ for Buildings to perform quality control review of all data and resolve any discrepanciesCommunicating with applicable state or local programs as necessaryStaying current on applicable benchmarking and building performance regulationsResearching property details using appropriate Touchstone IQ and and online referencesSubmitting reports to the respective city or state program and ensuring clients maintain compliance statusBuild 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 needsopportunities and timely follow upLeading 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 recommendationsProviding added supportservices 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 andor the Development teamMeet client retention goals (95%) and all process milestonesdeadlinesClosely 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 customersProactively 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 needsdesires to inform our software development prioritiespipeline and additional service or added value offeringsProviding input on how we engage with every customer, including communication templates and optimizing the customer journey as neededEnabling successful roll-out of our solutions to customers, including sharing andor developing materialIdentifying opportunities for customers to act as our advocates (e.g. testimonials, case studies, etc.)Supporting Controller andor Sales to ensure that invoices have been paidMaintaining awareness of time investment relative to customer opportunity andor plan, providing input on process efficiencies where possibleMaintaining a detailed understanding of our product and services, and assisting customers with questionssuggestions that best deliver on their needsAddressing escalated customer issues with speed and urgency, orchestrating resources across the company as appropriateSuccess in this Role RequiresExperience with benchmarking andor using ENERGY STAR® Portfolio Manager is preferred but not requiredStrong interpersonal and customer service skillsA demonstrated ability to operate and educate others on robust CRM tools and technology 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 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 pany 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: