Strategic Customer Solutions Expert

Recruiters: James Martinez (james.martinez@appfolio.com) Customer Success Santa Barbara, California

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Description

Hi, We’re AppFolio
 
We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.
 
The Strategic Customer Solutions Expert partners with Strategic Customer Success Managers to play a pivotal role in the retention of our Strategic Accounts and AppFolio’s ability to successfully move up-market. The Strategic CSE is proactive in driving successful product adoption & process optimization for our most valuable accounts, mitigates churn risk, and informs internal stakeholders of our Strategic Accounts product needs. The SCSE is required to maintain the highest level of technical product expertise, customer service, and AppFolio business process expertise to identify & implement strategic solutions for our most advanced customers’ product needs. 
 
 
 
Your impact
  • Achieve adoption goals, drive product success & mitigate churn risk. 
    • Via proactive analysis of customers’ business processes & product usage, identify & implement solutions for customers’ complex needs, coach accounts on best practices, and support SCSMs on technical customer calls 
    • Utilize DAS score adoption data, Optimization Analysis, and Adoption Planner to track adoption opportunities that map to client Business Goals within SCSM Strategic Account Plan 
    • In partnership with the Strategic CSM, demonstrate progressive product success in alignment to client business goals so ROI is visualized, using tools like Business Pain Scale, usage & benchmark data. Maintain awareness of account’s support requests & cases to identify usage concerns, product risk, & adoption opportunities.
    • Identify high impact product gaps & utilize Product escalation process when needed to mitigate churn risk
 
  • Partner with SCSM to identify, own and execute operational tasks
    • In advance of customer calls & Business Reviews, SCSEs are prepared with any relevant new product enhancement content & contribute to recurring check-in call decks; lead effective demonstrations & training calls with assigned accounts to drive adoption of new and existing complex features. 
    • Respond to all client outreach of a technical/product nature within 24 hours (email acknowledgement), if solution is not reached within 3 business days, call is scheduled with client to more deeply research root business problem
    • Own and manage customer-facing escalations on advanced product gaps, creating/adding these gaps to Product Ideas & utilizing FDE Product Request process when applicable
 
Qualifications
  • Maintain & represent the highest level of AppFolio product expertise.
    • Represents the key product needs of the Strategic & Horizon client segment via feedback, engagement & advocacy with Product teams & leverages segment expertise to inform Product at key development milestones.
    • Maintain visibility & knowledge of new product releases; any concerning releases are immediately escalated to SCSM & Services leadership to proactively prepare for impact to Strategic accounts. 
    • Maintain a deep understanding of the technical support team (Apple) and their available tools for managing escalated tech support requests.
    • All available and newly offered product certifications are completed & passed; impactful learnings are shared at team meetings.
 
Compensation & Benefits
The base salary/hourly wage that we reasonably expect to pay for this role is: $70,000 - $95,000. 
The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc. 
Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.
 
Regular full-time employees are eligible for benefits - see here.
 

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.

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