Customer Success Associate, HqO
Workplace experience technology
Open for applications
Workplace experience technology
101-200 employees
Open for applications
101-200 employees
Company mission
To enable owners, operators, and employers to create meaningful physical and digital connections with the people in the workplace.
Role
Who you are
- 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
- 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
What the job involves
- 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
Our take
HqO is a real estate tech company that helps commercial property teams and employers trim operating costs and boost employee satisfaction. Its suite of tools brings together digital, physical, and personal amenities and services in a single branded space - managing things like room bookings and door access, as well as events.
It’s a fairly unique proposition and is designed to produce invaluable space usage data, enabling businesses to know precisely what cuts to make, and where.
It’s certainly a premise that’s taken off for HqO; the company has quietly landed over half of the Fortune 100 as clients, including J.P.Morgan, Dell, and JLL. Plus, it’s executed a number of acquisitions over recent years that indicate it’s looking to make its tools more data-rich.
This is a smart strategy: the labour market remains tight, and it’s got more businesses investing in employee experience as a way of attracting and retaining top talent. Plenty are betting on HqO’s data-rich, comprehensive toolset to get them there.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Oct 2023
$50m
SERIES D
Apr 2021
$60m
SERIES C
Total funding: $156.8m
Company benefits
- Unlimited PTO
- 401K
- Health PPO
- Flexible Workplace Policy
- Vision & Dental Coverage
- Commuter Benefits
- Free Library & Education Courses
Company values
- Learning - By building a team of endless learners, HqO is able to adapt, innovate, and grow
- Excellence - We are relentless in our pursuit of excellence, always striving to provide a superior solution that exceeds our customers’ expectations
- Truth - We expect directness and transparency in all that we do
- Speed - We value people who prioritize the customer in all decisions and seek to deeply understand their needs
- Goodness - We value those who put the team first by supporting and championing others
- Ownership - We value people who take complete ownership of their work results and those of their team
Company HQ
Downtown Crossing, Boston, MA
Articles
Leadership
Chase Garbarino
(Co-founder & CEO)Previously co-founded online publication CampusWord, then media company American Inno where they were CEO for nearly 7 years. Is also a board member for Technology Underwriting Greater Good (TUGG).
Cregory Gomer
(Co-founder & CFO)Co-founded American Inno, and subsequently worked as an advisor at Flybridge Capital Partners. Is also an advisor at Techstars and Babson College.
Jared Stenquist
(Co-founder)Originally a firefighter, who pivoted to found CampusLIVE, Breaktime Media, and then VentureApp.
Kevin McCarthy
(Co-founder)Previously the co-founder and CTO of CampusWord, Streetwise Media, and then VentureApp.
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