Customer Success Associate

About HqO

As the leader in workplace experience technology, HqO is transforming how people connect with each other and the places they work. The HqO Workplace Experience Platform makes it easy for companies and commercial property teams to create modern workplaces through world-class amenities and services that allow people to thrive and produce the best results. Active in over 200 million square feet in 25 countries, 57% of the Fortune 100 rely on HqO to enhance their workplace experiences, improve employee satisfaction, and drive operational excellence.

We are backed by some of the world’s most prominent venture capitalists and real estate companies across the globe. Driven by our company Let’s Go values — Learning, Excellence, Truth, Speed, Goodness, Ownership — we strive to do our best work every single day. If you want to join a stable, fast-growing, highly collaborative, and supportive team that is at the forefront of workplace transformation, we’re the company for you.

Deliver a world class customer experience by focusing on customer business outcomes, resulting in best in-class NPS results.

We’re hiring a Customer Success 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.

Responsibilities:

• Partner with a Customer Success Manager to own the entire customer lifecycle

• Work cross-functionally to develop customer solutions

• Understand and execute against the customer goals

• 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 and creatively engage to drive adoption

• Drive creative and successful launch events across our customer’s portfolio

• Create and present engaging in-app content for tenants in our 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

• Dive into app engagement data to understand and inform the effectiveness of your content strategy

• Liaise with third party retail and tech vendors during onboarding and adoption phases

• Understand business to consumer marketing

Qualifications:

• 2+ years experience in Customer Success or customer-facing role in a tech startup

• 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, but not required

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