Customer Success Specialist

About HqO

As the leader in workplace experience technology, HqO is revolutionizing how people connect with each other and the places they work — right from the palm of their hands. Composed of an award-winning app, analytics suite, hybrid work tools, and a flex space management system, the HqO Workplace Experience Platform empowers top employers and commercial property teams to create personalized experiences that engage and delight the people at their properties and inform data-driven decision making. Active in over 200 million square feet and across 25 countries, 57% of the Fortune 100 rely on HqO to build meaningful relationships with the people in the workplace every day.

We’re backed by some of the world’s most prominent VC and real estate companies, and growing rapidly across the world. We’re driven by our core values of Let’s Go (Learning, Excellence, Truth, Speed, Goodness, Ownership) which define our culture and push us to do our best work every day. If you want to join a stable, fast-growing, and 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.

The HqO Customer Success team is responsible for servicing customers for the launch and activation of our platform at our customer buildings – from planning on-site events to demonstrating the value of the software to users in a building – as well as content creation, account management, and reporting. The primary focus of the Customer Success Specialist is to create in-app content and partner with client contacts (property management/marketing) to ideate, coordinate & execute tenant experience programs and content.

Responsibilities:

• Use HqO’s proprietary software to customize and build mobile apps that result in compelling digital experiences for Tenants and meet customers’ requirements

• Create mobile app marketing materials and support the fulfillment of tenant engagement incentives throughout the course of the customer lifecycle

• Conceptualize and lead the creation of compelling mobile app content that resonates with consumers, drives engagement, and improves the overall tenant experience

• Communicate succinctly through in-app push notifications, emails, and short-form content. Use HqO proprietary software and partner technology to create and deliver communications to end-users

• Ensure content is produced in a timely fashion and meets deadlines while maintaining HqO quality standards

• Design and execute universal engagement and digital experience initiatives to drive usage and scale our business

• Partner with marketplace vendors to source and deliver best-in-class programming, content, and events to enhance tenant experience and provide value for Landlords

• Use HqO Analytics to analyze app usage data and assess performance across assigned buildings including the performance of individual posts/content along with broader trends

• Identify and report software bugs, workflow improvements, and software enhancements to support HqO’s Agile/Scrum development process

• Deliver against clearly defined business goals provided by Tenant Experience management

Qualifications:

• 0-2 years of experience in Content Creation/Marketing, Account Management, or Events

• Strong organizational skills and must be detail oriented

• Passion for technology and for being a part of a fast-growing company

• Self-motivated and driven by successfully executing high-quality work in alignment with customer goals and Tenant Experience Best Practices

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