Customer Success Manager (MyCase)

Customer Success Santa Barbara, 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.

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

 

Why AppFolio? 

  • Competitive Compensation
  • Medical, Dental, Vision, and a 401k Match
  • Amazing company culture: focus on a complete lifestyle 
  • Recharge: 20 Days PTO + 9 Paid Holidays
  • Built to last: Grow your career in an innovative, public company
  • Make an impact: your work plays a key role in transforming our customers’ businesses
  • Love your team members: co-workers are often friends too
  • Offices stocked with healthy snacks, games, and goodies
  • A commitment to health/wellness including onsite fitness classes
  • Give back to your team and your community

 
Who we are looking for: 

The Customer Success Manager provides amazing service that makes our customers love us. The best candidates are great customer relationship builders. The role entails engaging with attorneys and legal staff via inbound and outbound customer interactions to resolve issues, identify solutions to unique business challenges, provide product training and brand representation. This is an ideal opportunity for someone with a passion for customer satisfaction, loves problem solving, demonstrates a combination of technical and interpersonal skills and a drive for excellence.    

  What You’ll Do

  • Provides timely resolution of product related customer support issues.
  • Exercises independent judgment in determining the best method(s) to resolve issues and delight the customer.
  • Answers incoming phone support requests and enters details of requests into call management tools.
  • Manages daily account communication regarding status of open support requests.
  • Maintains and enhances customer success by providing ongoing proactive support throughout the customer life cycle.
  • Assists customers with the implementation of value-added features as part of the life cycle management program.
  • Works within the Customer Success team to enhance and augment existing and future customer support resources.
  • Serves as a brand ambassador in all customer interactions.


What We’re Looking For

  • Outstanding interpersonal skills - ability to create and maintain strong positive relationships with MyCase customers.
  • Excellent oral and written communication skills, and strong organizational, analytical and problem solving skills.
  • Ability to adapt and work efficiently in a rapidly changing dynamic team environment.
  • SaaS support experience and/or legal experience desired.
Must-Haves
  • Must possess the ability to manage multiple simultaneous projects with minimal supervision.
  • Bachelor's degree required.

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.

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.

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.