Hi, We’re AppFolio.
We’re innovators, changemakers, and collaborators. We’re more than just a software company — we’re a cloud-based powerhouse that creates products to make our customers’ lives easier. We’re revolutionizing the way people do business, and we want your ideas, your enthusiasm, and your passion to help us keep on innovating.
We love where we work, and you can, too.
Customer Growth Specialist
In Customer Growth, we help customers achieve their financial and operational goals by properly equipping them to optimize their strategies, tools, and behaviors. We accomplish this by providing specialized coaching, through the lens of the customer’s business processes, and improving performance at each phase of the resident lifecycle. The Customer Growth Specialist - Resident Services will proactively engage customers to drive adoption in order to ensure that customers realize the full value of AppFolio services. Central to this mission is a close partnership with cross-functional teams to streamline the prospect to resident experience. By aligning on Resident Onboarding initiatives, we ensure a unified and successful approve to move journey that sets the foundation for long-term customer health.
Responsibilities:
Influence future lifetime value through higher adoption, customer satisfaction, and overall account health
Devise, execute and, manage Customer Growth strategies, measuring and reporting results weekly.
Partner cross-functionally with Onboarding, Growth Sales, and Product teams to ensure a seamless transition for Resident Onboarding Lift (ROL) and lease implementation initiatives.
Build value-based relationships with customers to ensure the highest customer satisfaction, adoption, and retention of AppFolio Property Manager.
Maintain a deep understanding of the product and provide specialized ROL coaching, speaking with customers about the most relevant features for their business needs.
Own unit growth strategy and optimize the customers utilization of solutions.
Outbound telephone and email-based efforts to existing customers with intent to engage customers with incomplete usage and get them excited about and fully adopting key services.
Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
Serve as a brand ambassador in all customer interactions.
Required Qualifications:
BA/BS degree required
Experience in Account Management/Customer Engagement/Customer Success or experience in the Multifamily operations/marketing with expertise in leasing, resident benefits, or insurance programs.
Above average monthly activities and success results in comparison to team members
Proven ability to set and achieve aggressive goals
Incredibly positive outlook with a desire to grow, take on more responsibilities and drive initiatives
Strong organizational, analytical and problem-solving skills
Ability to adapt and work efficiently in a rapidly changing dynamic team environment
Strong ability to multi-task
Competencies:
Action Oriented: Bias for action, operates with urgency, driven to “do” great work. Seizes more opportunities than others
Presentation Skills: Effective in a variety of presentation settings: one-on-ones, small and large groups, with peers, direct reports and management. Can manage group process during the presentation and can change tactics midstream if necessary
Interpersonal Savvy: Relates well to all kinds of people - up, down, and sideways, inside and outside the organization. Builds appropriate rapport and constructive and effective relationships
Business Acumen: Deep and applicable understanding of the mechanics of how a business achieves its goals and objectives. Thorough understanding of the levers that create and position a value proposition to customers, profitability, cash flow, and shareholder value. Understanding and awareness of how to think about and successfully make the right business decisions.
Customer Focus: Thinks about and inserts the customer at all levels of decision making and meeting their needs effectively. Get out in front of your customers; try and anticipate their needs before they even know about them; taking responsibility for customer satisfaction and loyalty. Ability to build strong relationships while connecting with customers
Our Story
AppFolio (NASDAQ: APPF) was founded in 2006 with the mission to revolutionize vertical industry businesses by providing great software and service. Our easy-to-use, cloud-based software helps our customers more effectively market, manage, and grow their businesses. Our software solutions exist in the real estate vertical, including AppFolio Property Manager and AppFolio Investment Management.
To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.
Location
Find out more about our locations by visiting our site.
Compensation & Benefits
The compensation that we reasonably expect to pay for this role is: $64,000 - $80,000 [base pay / OTE]. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity.
Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type.
Regular full-time employees are eligible for benefits - see here.
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