Manager, Onboarding Services
Description
What we’re looking for
At AppFolio, we paddle as one. We ride and make waves together, with a relentless focus on building great products for the way our customers work and live today – and tomorrow. AppFolio is a destination organization where careers are made and accelerated. Here, innovation is a team sport.
The Manager, Onboarding Services (IM) will lead, develop and manage the Investment Manager focused customer onboarding team. The primary responsibility of this leadership position is to execute the mission of driving our customers to achieve their short-term goals while laying the foundation of a strong long-term partnership through a best-in-class onboarding experience.
Your impact
- Hire, develop and retain an engaged and connected IM Onboarding organization.
- Devise, execute, and manage operational strategies driving measurable results including CSAT and Time-to-value
- Maintain a deep understanding of the product and speak with customers and prospects about the most relevant features for their business needs.
- Simplify and scale our onboarding processes to deliver an effortless customer experience
- Collaborate cross-functionally with Product, Sales, & the broader Services organization, serving as the voice of the customer for IM.
- Influence future customer lifetime value through enabling initial feature adoption, customer satisfaction, and overall account health.
Qualifications
- Leads by example across every engagement and inspires confidence in employees.
- Coaching ability to improve performance and prepare employees for future growth through 1-on-1 meetings, recurring training, and feedback sessions.
- Desire, drive and proven ability to set and achieve aggressive goals.
- Analytical skills to identify, measure and impact the important metrics that drive towards specified outcomes.
- Anticipates, identifies, and defines problems; seeks root causes; develops and implements practical and timely solutions.
- Plans, organizes, schedules, and forecasts in an efficient, productive manner.
- Strong presentation & communication skills to bring clarity from often ambiguous circumstances and provide clear, strategic decisions.
- AppFolio Investment Manager or similar software experience product expertise preferred.
Must have
- 1+ year of people management or equivalent experience (SaaS preferred).
- 3+ years of project management experience or equivalent (SaaS preferred).
About AppFolio
AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.
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.