Customer Success Associate

2 months ago

Boston, United States HqO Full time

About HqO

HqO is connecting real estate to the people with an asset agnostic, cross-property suite of powerful applications and services that foster best-in-class, dynamic end-user experiences. HqO’s REX (Real Estate Experience) Platform assesses the health and performance of a person’s experience within a physical space while providing the necessary tools for operators to manage and optimize it, all from one central location.


HqO has been trusted to power 400 million+ square feet across 700+ properties in 32 countries, and we’re backed by some of the world’s most prominent VC and real estate companies as we continue to grow rapidly across the world.


We’re driven by our core values of LET’S GO (Learning, Excellence, Truth, Service, Goodness, Ownership) which define our culture and push us to do our best work every day. If you want to join a fast-growing, highly collaborative, and supportive team that is at the forefront of real estate transformation, we’re the company for you.


About the role

We’re hiring a Client Service Associate that considers themselves the following: You’re obsessed with delivering top-tier customer success and pride yourself on exceeding customer expectations. You’re a team player who is able to assist in managing the full customer life cycle. You have a proven track record of acting as a trusted advisor to your customer. You’re a creative thinker leveraging key insights from datasets to tell a story. You’re a critical problem solver, and hungry to create a world-class tenant and customer experience.


What you'll do

  • Partner with Sales to own the entire customer lifecycle
  • Work cross-functionally to develop customer solutions
  • Understand customer business objectives and build a 12 month engagement/ account plan that you work in partnership with the customer to execute on
  • Identify churn risk from a tenant & property level and build a tenant experience strategy to prevent/reduce churn
  • Establish multi-level relationships across different personas at the property and facility manager level
  • Obsessively monitor product usage to drive adoption
  • Drive creative and successful launch events across our customer’s portfolio
  • Create and present engaging content roadmaps for customer buildings
  • Communicate succinctly through in-app push notifications, emails, and short-form content
  • Consult with client contacts on their tenant experience programming to help them execute memorable tenant events via the HqO Marketplace
  • Dive into app engagement data to understand and inform the effectiveness of their engagement strategy
  • Liaise with third party retail and tech vendors during onboarding and adoption phases
  • Understand business to consumer marketing


What you bring

  • 3+ years experience in Customer Success or customer-facing role in a tech startup or commercial real estate
  • Comfortable with presenting content plans to clients and property teams
  • Excited to work in a fast-paced, rapidly changing startup environment
  • Able to demonstrate empathy and develop a strong rapport with customers, retailers, and app users
  • Obsessed with improving user experience and daily life at work through mobile technology
  • You’re an engaging writer that can capture and engage a user. You must be able to capture their tone.
  • An excellent communicator. You need to be able to recognize different customer motivations and needs and communicate effectively across multiple stakeholders.
  • A creative, out-of-the-box thinker. You need to take a concept from ideation through validation and execution.
  • Comfortable with ambiguity, uncertainty, and autonomy
  • Able to prioritize the critical few from the trivial many
  • Able to come up with creative and innovative solutions to problems
  • Ability to draw insights and learnings from data and surveys to optimize tenant experience strategy
  • Comfortable navigating conversations regarding APIs and SDKs preferred
  • Proven experience building relationships with all levels within an organization
  • Comfortable analyzing data sets to craft a compelling story
  • Strong organizational skills and must be detail oriented
  • Proficiency with Salesforce.com
  • CRE experience preferred

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