Client Services Associate

Overview

Deliver top-tier client success, manage entire customer lifecycle, drive adoption and retention

Key Responsibilities

• customer lifecycle
• engagement data
• push notifications
• content roadmap
• tenant strategy
• marketplace events

Tasks

-Partner with Sales to own the entire customer lifecycle -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 -Liaise with third party retail and tech vendors during onboarding and adoption phase -Create and present engaging content roadmaps for customer buildings -Understand customer business objectives and build a 12 month engagement/ account plan that you will execute on in partnership with the customer -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 -Identify churn risk from a tenant & property level and build a tenant experience strategy to prevent/reduce churn -Work cross-functionally to develop customer solutions -Obsessively monitor product usage to drive adoption -Consult with client contacts on their tenant experience programming to help them execute memorable tenant events via the HqO Marketplace

Requirements

• apis
• sdks
• customer success
• tenant management
• data analysis
• 3+ yrs

What You Bring

-Comfortable navigating conversations regarding APIs and SDKs preferred -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 -Property or Tenant Management experience required -3+ years experience in Customer Success or customer-facing role in a tech startup or commercial real estate -Comfortable analyzing data sets to craft a compelling story -Proven experience building relationships with all levels within an organization -Strong organizational skills and must be detail oriented -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 -Understand business to consumer marketing -Comfortable with presenting content plans to clients and property teams -Able to come up with creative and innovative solutions to problems -Comfortable with ambiguity, uncertainty, and autonomy -Able to demonstrate empathy and develop a strong rapport with customers, retailers, and app users

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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

About Hqo

-Reimagining how people experience space through tenant-centric digital tools for landlords and property teams. -Already deployed across 1,500+ properties worldwide and trusted by 57% of Fortune 100 companies. -Typical projects include experience management implementations, intelligence dashboards, and amenity marketplaces. -Specializes in property operations, tenant engagement, workspace booking, and platform intelligence.

Sector Specialisms