Client Services Enablement Manager

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 Enablement Manager will ensure all Client Services team members and partners have the knowledge, skills, and resources needed to deliver extraordinary value to our customers and to our business. This individual will lead go to market readiness efforts for the team while building processes to streamline enablement and the teams they are interacting with. They will also contribute to content management, training programs, processes, and resources that Client Services teams depend on to drive increased productivity. This is a highly cross-functional role that will partner closely with Product and Product Marketing teams to drive effective customer growth.

Your impact

• Own the go-to-market and release readiness motion for Client Services including:
• Digest new product release information, analyze impact to customers & Client Services teams, and own department enablement efforts through launch.
• Distill new product releases into value propositions and summarize feature nuances through messaging that is clear and concise.
• Use product, process, client and historical knowledge to provide ongoing solution-oriented recommendations to accelerate bug triage mitigation, minimizing negative customer and Services impact.
• Utilize data to prove enablement effectiveness.
• Build processes to support a scaled enablement approach that reaches all teams within Client Services.
• Advocate for Client Services and customer needs from a holistic, customer-centric perspective to help augment existing internal processes as contributing member of go to market teams.
• Evolve the release readiness process in partnership with Services teams to minimize duplication of efforts and deepen the reach to Services members with meaningful resources.
• Build & maintain a Coda page with all enablement processes, status updates for current go to markets, and other applicable enablement resources.
• Enable Services teams to drive efficiencies across internal team operations.
• Partner with the CS Strategy & Operations team members to provide enablement support on 2024 strategic initiatives through deck creation, FAQs, coordinating trainings/meetings, videos and short courses to equip team members.
• Partner with Services teams and Customer Experience to conduct scaled outreach through the use of Intercom bots and macros.
• Facilitate the ongoing success of key operational programs which may include performance analysis and reporting, process/quality management, and/or system maintenance and enhancement
  
  
  

Qualifications

• Experience with content and distilling complex information into easy to digest formats.
• Experience working within enablement or on enablement-related projects preferred.
• AppFolio product expertise preferred.
  
  
  

Must have

• 5-7 years experience in SaaS Client Services, Training & Enablement, and/or Product Marketing role/s.
  
  
  

Compensation & Benefits

The base salary that we reasonably expect to pay for this role is: $72,000 - $108,000

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.