Senior Customer Success Manager

About HqO

If you want to know about the requirements for this role, read on for all the relevant information.

As the leader in workplace experience technology, HqO is transforming how people connect with each other and the places they work.

The HqO Workplace Experience Platform makes it easy for companies and commercial property teams to create modern workplaces through world-class amenities and services that allow people to thrive and produce the best results.

Active in over 200 million square feet in 25 countries, 57% of the Fortune 100 rely on HqO to enhance their workplace experiences, improve employee satisfaction, and drive operational excellence.

We are backed by some of the world’s most prominent venture capitalists and real estate companies across the globe. Driven by our company Let’s Go values Learning, Excellence, Truth, Service, Goodness, Ownership we strive to do our best work every single day.

If you want to join a stable, fast-growing, highly collaborative, and supportive team that is at the forefront of workplace transformation, we’re the company for you.

Deliver a world-class customer experience by focusing on customer business outcomes, resulting in best-in-class NPS results.

You’re obsessed with delivering top-tier customer success and pride yourself on delivering industry-leading NPS scores. You relentlessly focus on exceeding customer expectations.

You have a constant pulse on your customers and effectively minimize churn. You are goal-oriented and can think at a high level about the important initiatives your customer requires to achieve important business outcomes.

You are an awesome collaborator and enjoy working with others.

Responsibilities

• Own enterprise customer accounts and the entire customer lifecycle
• Standardize Success Plans for customers in your segment
• Consult on industry and product best practices and advise on business reviews. Be comfortable presenting to a variety of audiences
• Become an expert in HqO and educate team members on the use & benefits of our products
• Advocate for customers internally by providing continuous feedback to HqO’s Sales, Marketing, Product, & Engineering teams
• Achieve / exceed target OKRs including but not limited to NPS, customer health, net revenue retention, upsells
• Proactively identify and communicate churn risk and provide a strategy to prevent / reduce churn
• Identify expansion opportunities and partner with sales for growth
• Develop multi-level relationships throughout customer organizations and become a trusted advisor to executives & key stakeholders

Requirements

• 7+ years of experience managing enterprise accounts
• Proven success of growing individuals
• SaaS / Technology startup experience
• Comfortable navigating conversations regarding APIs and SDKs preferred but not required
• Experience working with senior and executive level customer contacts
• Strong analytical abilities, including analyzing data sets to craft a compelling story
• Proven track record of meeting or exceeding retention goals as key metrics of performance
• Proficiency with Salesforce.com, preferred, but not required
• CRE experience preferred, but not required
• A strong mediator. You have the ability to understand as well as represent competing points of view, both internal and external, while deriving the best outcome for all parties involved.

Be comfortable with conflict resolution should the need ever arise

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