Experience Manager

About HqOHqO 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 roleWe’re hiring an Experience Manager 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 background in hospitality and 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. As a member of our team, the Experience Manager will offer a world-class customer experience by focusing on customer business outcomes, resulting in upsell and renewal opportunities. This position will enjoy a collaborative hybrid work model, with a minimum of three days per week (Tuesday-Thursday) in our Boston or NY office.What you'll doPartner with Sales to own the entire customer lifecycleWork cross-functionally to develop customer solutionsUnderstand customer business objectives and build a 12 month engagement/ account plan that you will execute on in partnership with the customerIdentify churn risk from a tenant & property level and build a tenant experience strategy to prevent/reduce churnEstablish multi-level relationships across different personas at the property and facility manager levelObsessively monitor product usage to drive adoptionDrive creative and successful launch events across our customer’s portfolioCreate and present engaging content roadmaps for customer buildingsCommunicate succinctly through in-app push notifications, emails, and short-form contentConsult with client contacts on their tenant experience programming to help them execute memorable tenant events via the HqO MarketplaceDive into app engagement data to understand and inform the effectiveness of their engagement strategyLiaise with third party retail and tech vendors during onboarding and adoption phaseUnderstand business to consumer marketingWhat you bring3+ years experience in a customer success or customer-facing role in a tech startup or commercial real estateHospitality experience preferredComfortable with presenting content plans to clients and property teamsExcited to work in a fast-paced, rapidly changing startup environmentAble to demonstrate empathy and develop a strong rapport with customers, retailers, and app usersObsessed with improving user experience and daily life at work through mobile technologyYou’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 autonomyAble to prioritize the critical few from the trivial manyAble to come up with creative and innovative solutions to problemsAbility to draw insights and learnings from data and surveys to optimize tenant experience strategyComfortable navigating conversations regarding APIs and SDKs preferredProven experience building relationships with all levels within an organizationComfortable analyzing data sets to craft a compelling storyStrong organizational skills and must be detail orientedHow to applyFor consideration, please submit your resume. We appreciate your interest in HqO and will be back in touch if it seems like your background and experience is a good fit #J-18808-Ljbffr