Experience Manager

About the role

We’re hiring an Experience Manager 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 background in hospitality and 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. As a member of our team, the Experience Manager will offer a world-class customer experience by focusing on customer business outcomes, resulting in upsell and renewal opportunities. This position will enjoy a collaborative hybrid work model, with a minimum of three days per week (Tuesday-Thursday) in our Boston or NY office.

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 will execute on in partnership with the customer
• 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 phase
• Understand business to consumer marketing

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!

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