Tenant Experience Manager, France

HqO

France
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/21/2021
  • Website: hqo.co
  • Company Address: , Boston, Massachusetts

About HqO

HqOS is a centralized platform for property teams to manage all customer-facing technology tools within their buildings.

Job Description

Looking for the next step in your career? How does this sound: a high-impact role at a fast-growing, well-funded company in a rapidly emerging tech category disrupting the largest asset class in the world -- real estate.

Real estate touches where every person lives, works and plays but technology remains new to this industry. Now, given 2020 market conditions, real estate must go digital, must maximize the attractiveness of their buildings, and must finally focus on the end-user of the real estate product.  

At HqO, we are building a tenant experience platform that is already used in hundreds of office buildings across North America and Europe. We are widely seen as the leader in the tenant experience space/ The leading property owners and operators in the world are partnering with us on our mission to connect tenants to the places, experiences, and people that enrich where they live, work, and play.

There are many ways to describe our team of just over 100. We work hard. We're smart and passionate about the company we're building. We stay humble. We're obsessed with our customer. 

If you work with us, you will always be learning, improving, and teaching. Whether it's during our weekly lunch & learns, happy hours, coffee talks, or just an average day WFH (or in the office, soon!), we always find time to make work fun. We eat our own dog food by creating a place that WE love. 

Want to help us create places people love? Let’s talk.

Job Description:

  • The key role as thought leaders in the field of Tenant Experience (TeX) is driving a new kind of world-class customer experience.  
  • This TeX role at HqO France is focused on ensuring that clients realize value through the use of our application and Tenants have a fantastic time doing so. 
  • The candidate must be an expert in managing the full customer life cycle, from implementation and launch to expansion and renewal. 
  • This person is a strategist, team player, organized and highly professional, a critical problem solver, and is hungry for customer feedback.
  • #3 hire in France. Company is headquartered in Boston, USA. 
  • Travel may be required.

Key Responsibilities:

  • Own the entire customer lifecycle for our French clients
  • Obsessively understand and document customer goals
  • Create and execute success plans
  • Connect the client and the engineering team throughout the launch process
  • Negotiate promotions and deals with retail outlets surrounding the client sites on behalf of the client for users to benefit from
  • Project manage with our Platform team on integration of client’s technologies
  • Drive creative and successful launch events end-to-end at our customer buildings
  • Collaborate with client team throughout life of contract on the creation of app content
  • Monitor product usage and creatively engage with the building team and users to drive adoption
  • Identify churn risk and strategy to prevent/reduce churn
  • Identify expansion opportunities within existing client portfolios 
  • Establish multi-level relationships with various stakeholders 
  • Become a trusted advisor and thought leader on tenant engagement strategies

Key Skills:

  • Passionate about PropTech and user experience
  • Excited to work in a fast-paced, rapidly changing environment
  • Proactive and self-motivated, always on the look-out for ways to improve tenant engagement on-site and in the neighborhood
  • Resourceful in coming up with new ways to engage, and organizing events and campaigns single-handedly
  • Able to demonstrate empathy and develop a strong rapport with customers, retailers, and app users
  • Obsessed with improving real estate user experience and daily life at work
  • An excellent communicator. Needs to be able to recognize different customer motivations and needs, and communicate effectively across multiple stakeholders.
  • Able to multi-task and context-switch, dealing with everyone from the HqO team, the client, the tenants, the building staff to the baker on the corner offering a discount to HqO users. 
  • A creative, out of the box thinker. 
  • Comfortable with ambiguity, uncertainty, and autonomy. 
  • A team player.

Qualifications:

  • 5-7 years experience in Customer-facing roles 
  • B2B and/or SaaS experience required
  • Working knowledge of real estate sector preferred
  • French (native) and English (fluent) 

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.