Customer Onboarding Manager

Hqo - Boston, MA

Full-time - Mid Level

Boston, MA

Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

HqO is seeking a dedicated Customer Success Manager to enhance the onboarding experience for new customers within the commercial real estate sector. This role focuses on ensuring a seamless transition from purchase to launch, fostering strong relationships with clients, and driving their success through effective project management and communication. The ideal candidate will thrive in a fast-paced, growth-oriented environment and will be instrumental in delivering a world-class customer experience.

Responsibilities

• Welcome all new customers assigned, conduct kickoff calls and orientation to the onboarding program.
• Create and execute an onboarding plan for customers, including setting up their information in the system and planning for a timely go-live.
• Own and drive the process of getting a customer from purchase to launch, working closely with customers daily to deliver value and help them achieve their goals.
• Partner closely with Account Managers to solidify and execute client deployment strategy based on customer goals and KPIs.
• Set expectations for turnaround times and maintain a light project plan for customers.
• Maintain a current, in-depth knowledge of HqO's functions and special features to effectively transfer this knowledge to users.
• Identify and work through technical/non-technical roadblocks preventing customers from meeting project requirements, proactively removing blockers to success.
• Project manage the app build process.
• Administer product training to customer stakeholders and provide additional training when areas of opportunity are identified.
• Implement creative and innovative solutions to problems.

Requirements

• 5+ years of relevant professional experience managing enterprise customers.
• Experience in SaaS Project Management and/or Commercial Real Estate preferred.
• Strong organizational skills and attention to detail.
• Passion for technology and being part of a fast-growing company.
• Self-motivated and driven to execute high-quality work aligned with customer goals and Tenant Experience Best Practices.
• Strong written and verbal communication skills.
• Possess both technical and business acumen.
• Comfortable with ambiguity, uncertainty, and autonomy.
• Quick learner, always looking to learn more.
• A team player with a willingness to roll up sleeves and do what needs to be done.

Nice-to-haves

• Experience in customer training and support.
• Familiarity with project management tools and methodologies.

Benefits

• Collaborative and supportive team environment.
• Opportunities for professional growth and development.
• Engagement in a fast-paced, innovative technology sector.