Experience Manager

Description

• Dive into app engagement data to understand and inform the effectiveness of their engagement strategy
• Drive creative and successful launch events across our customer’s portfolio
• Understand customer business objectives and build a 12 month engagement/ account plan that you work in partnership with the customer to execute on
• Create and present engaging content roadmaps for customer buildings
• Communicate succinctly through in-app push notifications, emails, and short-form content
• Establish multi-level relationships across different personas at the property and facility manager level
• Act as a go to partner for clients, ensuring every touchpoint feels personal and intentional
• Identify churn risk from a tenant & property level and build a tenant experience strategy to prevent/reduce churn
• Liaise with third party retail and tech vendors during onboarding and adoption phases
• Obsessively monitor product usage to drive adoption
• Partner with Sales to own the entire customer lifecycle and work cross-functionally to develop customer solutions
• Consult with client contacts on their tenant experience programming to help them execute memorable tenant events via the HqO Marketplace

Requirements

• Comfortable navigating conversations regarding APIs and SDKs preferred
• Time in a Customer Success or customer-facing role in a tech startup preferred
• Proficiency with Salesforce.com
• You’re an engaging writer that can capture and engage a user. You must be able to capture their tone.
• A creative, out-of-the-box thinker. You need to take a concept from ideation through validation and execution.
• Ability to draw insights and learnings from data and surveys to optimize tenant experience strategy
• Experience in hospitality, hotels, event management, or concierge services, with a track record of elevating guest/client experiences
• Comfortable analyzing data sets to craft a compelling story
• Proven experience building relationships with all levels within an organization
• An excellent communicator. You need to be able to recognize different customer motivations and needs and communicate effectively across multiple stakeholders.
• Able to prioritize the critical few from the trivial many
• Strong organizational skills and must be detail oriented
• Understand business to consumer marketing
• Comfortable with presenting content plans to clients and property teams
• Ability to anticipate needs, resolve issues with care, and deliver thoughtful solutions that go above and beyond
• Able to come up with creative and innovative solutions to problems
• Comfortable with ambiguity, uncertainty, and autonomy

Benefits

• Comprehensive medical, dental & vision plans for you and your dependents
• Fully paid parental leave (12 weeks), in addition to state and federal leave standards
• Pre-tax commuter benefits for qualified travel expenses
• Access to professional development tools, like free membership to LinkedIn Learning (thousands of expert-led courses)
• Unlimited time off to recharge

Training + Development

Interview process

Visa Sponsorship

Security clearance