What are the responsibilities and job description for the Customer Success Associate (NYC) position at HqO?
About HqO
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.
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 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.
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
- 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
What you bring
How to apply
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!