Customer Onboarding Manager - Automated AP

Value Added Services Remote, United States Dallas, Texas Santa Barbara, California San Diego, California


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.

What You’ll Do

  • Build trust and brand affinity in the onboarding experience and demos to prospects
      • Onboarding is like “opening the box”; design actions or processes that delight
      • Engage with prospect customers via product demos in pre-onboarding calls  
      • Become an expert in the Automated AP product in the first 60 days
      • Maintain excellent ratings (>95 NPS) in customer onboarding survey
  • Onboard new clients in an accurate and timely manner
      • Understand the customer’s current payables process to configure the product to their needs, suggest best practices and identify potential improvements of Automated AP
      • Own onboarding project management board, deadlines for the team and coordinate with payments and product teams to ensure full product activation
      • Make sure new customers are ready to submit at least 10 invoices within 14 days after signing up. Ensure that at least 70% of new customers get active on Automated AP within 14 days after signing up
      • After 60 days customers should process at least 65% of their total vendor invoices through Automated AP 
  • Design a low effort onboarding and configuration process 
    • Master technical knowledge necessary in AppFolio for onboarding
    • Work closely with the V+ and product team to streamline Automated AP settings and migrations
    • Continuously improve the onboarding process through feedback
    • Assist with vendor onboarding as necessary 
    • Partner with other parts of the CS organisation as necessary including onboarding, key accounts and support teams

What We’re Looking For 

  • Project management - Efficiently manage multiple work streams and keep stakeholders on track with latest onboarding statistics and potential challenges
  • Technical -  Experience in working with G Suite and Microsoft Office suite
  • Presentation skills - Ability to “read the room” and present in a clear and concise manner.
  • Attention to Detail - Does not let important details slip through the cracks.
  • Adaptability - Consistently exhibit optimism and energy. Willing to learn new skills and be flexible and calm in new situations.
  • Go The Extra Mile - Willing to stretch outside of the role for the team.
  • Empathy – Demonstrates empathy with the customer
  • Customer focus – understand customer segments and strive to delight at each touchpoint and level of interaction
  • Urgency – Inclination, and ability to accomplish goals and beat deadlines
  • Relationship builder – ability to build strong, lasting relationships and make connections across AppFolians and customers
  • Flexibility – adjusts quickly to changing priorities and conditions; copes effectively with ambiguity, complexity, and change
  • Decisiveness – confidence in making decisions and getting others on board

Must-Haves

  • Extensive experience partnering across teams to design processes
  • Demonstrable leadership skills
  • Strong analytical and technical background
  • Excellent written and oral communication skills
  • Ability to explain software in a simple way
  • Advanced Excel knowledge is essential
  • Property Management knowledge desired
  • Minimum 1+ years in SaaS
  • Minimum 2-3 years of work experience

PREFERRED QUALIFICATIONS:

  • Broad knowledge of AppFolio Property Manager, especially accounting and payment features

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.

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.