Location: Boston,MA, USA
HqO 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.
Considering applying for this job Do not delay, scroll down and make your application as soon as possible to avoid missing out.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 role
We're hiring a Client Service 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.
What you'll do
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
What you bring
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
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