HqO is a fast-growing company that is revolutionizing the commercial real estate industry by better connecting landlords to their building tenants. We help landlords enable tenant experiences that surprise and delight through software, provide them with data to drive decisions, and ultimately increase the value of their assets. At HqO, each and every person plays an important role in shaping the future of our company and the industry itself. Join us as we empower the real estate companies to provide incredible experiences and build a stronger community for their tenants.

We’re excited to grow our team and have lots of opportunities for career development, so if you’re passionate about what you do and want to work in a fun and growing industry, join us!

About You

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.

About the Role

Key Responsibilities

• Partner with a CSM 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

Key Skills

• Passionate about technology and innovation
• Desire to learn and share learnings with teammates
• Comfortable with presenting content plans to clients and property teams 
• Excited to work in a fast-paced, rapidly changing startup environment
• Proactive and self-motivated
• 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
• An engaging writer. You have a few sentences (or one push notification) to capture and engage a user. You must be able to capture their tone.
• Obsessed with spelling and grammar
• An excellent communicator. You need to be able to recognize different customer motivations and needs and communicate effectively across multiple stakeholders.
• Able to multi-task and context-switch.
• 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 
• Pay close attention to details and produce high-quality work
• A team player with a “can-do” attitude. We're a typical startup. We roll up our sleeves and do what has to be done to provide the best possible experience for our customers.

Qualifications

• Bachelor’s degree and 1-3 years experience in Customer Success or customer-facing role in a SaaS/Technology startup 
• Comfortable navigating conversations regarding APIs and SDKs preferred but not required
• 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 

Additional Job Information:

• Full-time employee
• Compensation: Base + Bonus + Equity