Customer Success Associate, HqO
Workplace experience technology
Job no longer available
Workplace experience technology
101-200 employees
Job no longer available
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
- Understand business to consumer marketing
- Fluency in French and English required
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
- Collaborate with the Marketplace team to identify, vet, and secure vendors for a variety of events, ranging from coffee carts and yoga classes to professional webinars and networking sessions
- Oversee vendor relationships, ensuring smooth execution of tenant experience events that align with client and property goals
- Manage event logistics, RSVPs, payments, and post-event evaluations to measure success and improve future experiences
- Leverage strong organizational skills to coordinate multiple events simultaneously, ensuring a seamless experience for all stakeholders
- Drive measurable outcomes for event engagement, vendor satisfaction, and client ROI, maintaining a focus on delivering value
Application process
- For 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!
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, which importantly enables businesses to know precisely what cuts to make, and where. The premise has taken off, with the company landing over half of the Fortune 100 as clients, including J.P.Morgan, Dell and JLL.
HqO has also executed a number of acquisitions that indicate it’s looking to make its tools more data-rich. This is a smart strategy, as more businesses invest in employee experience as a way of attracting and retaining top talent. So there should be plenty of demand for HqO’s data-rich, comprehensive toolset to get them there.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-25% employee growth in 12 months
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 HQ
Downtown Crossing, Boston, MA
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)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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 5 more jobs at HqO