Customer Onboarding Specialist

Onboarding Services Santa Barbara, California Dallas, Texas


Description

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.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.

Who we are looking for:
We are currently hiring an Onboarding Specialist to join our Client Services department. The purpose of this role is to ensure a successful onboarding for new clients as they transition from previous solutions to AppFolio Property Manager. This is the most important phase of the customer lifecycle, and the Onboarding Specialist is responsible for establishing the solid foundation that drives customers’ future successes. Onboarding Specialists work in conjunction with Onboarding Managers, Payment and Screening Specialists, and oversee the data conversion of the onboarding process. The role is a blend of customer-facing communication and focused project management tasks.

This is the ideal opportunity for motivated individuals who provide excellent customer service while maintaining an organized queue of internal tasks. Successful Onboarders have an obsession for accuracy, a passion for helping others and a blend of technical and interpersonal skills. New hires complete a formal training program to develop extensive product knowledge, which is invaluable for future career opportunity at AppFolio.

This entry-level position is the starting point for a building a successful career at AppFolio and in the Software-as-a-Service (SaaS) industry.

Responsibilities:
  • Master the product through formal onboarding program and continued learning.
  • Gather, analyze and process client data during data migrations.
  • Complete assigned tasks in an organized manner to ensure project deadlines.
  • Proactive outreach to ensure customer success during their first month post-live.
  • Work in a team environment and partnered with an Onboarding Manager.
  • Provide timely response to customer inquiries via phone and email.
  • Enhance customer satisfaction by providing distinctive service in all interactions.
  • Establish a trusted advisor relationship to ensure customer satisfaction.
  • Utilize GoToMeeting to provide efficient face-to-face customer service.
  • Utilize SalesForce to manage customer interaction and inquiries.
  • Partner with Sales and Services teams to define ongoing best practices for onboarding tasks.
  • Receive direction from Implementation Director and Onboarding Managers.
  • Serve as an AppFolio brand ambassador to create promoters within industry.
  • Represent Services department at offsite meetups with customers and prospects.
Skills and Knowledge: 
  • BA/BS/BE degree required
  • Exceptional customer relationship building skills
  • Excellent written and oral communication skills
  • Strong analytical capabilities for advanced problem-solving
  • Demonstrable leadership skills
  • Ability to influence decision-making and change
  • Highly organized and strong ability to multi-task
  • Ability to display good judgment
  • Ability to work cross-functionally in a fast-paced environment
  • Ability to follow through on tasks until completed
  • Ability to develop trusted relationships and find creative solutions
  • High degree of flexibility
  • Experience with Microsoft Excel
  • Accounting knowledge desired
  • Property Management knowledge desired
If you are interested in joining the Onboarding team to directly contribute to the growth of AppFolio, apply today!

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. Today our software solutions exist in two verticals including the real estate (AppFolio Property Manager, AppFolio Property Manager PLUS, and AppFolio Investment Manager) and legal (MyCase) industries.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.


No outside recruiter or agency submissions, please.
Such submissions will be considered free to AppFolio.

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.