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.
Customer Growth Specialist
In Customer Growth, we help customers achieve their financial and operational goals by properly equipping them to optimize their strategies, tools, and behaviors. We accomplish this by providing specialized coaching, through the lens of the customer’s business processes, and improving performance at each phase of the resident lifecycle. The Customer Growth Specialist will proactively engage customers to drive adoption in order to ensure that customers realize the full value of AppFolio services.
Responsibilities:
- Influence future lifetime value through higher adoption, customer satisfaction, and overall account health
- Devise, execute and manage Customer Growth strategies, measuring and reporting results weekly.
- Build value-based relationships with customers to ensure the highest customer satisfaction, adoption, and retention of AppFolio Property Manager.
- Maintain a deep understanding of the product and speak with customers about the most relevant features for their business needs.
- Own unit growth strategy and optimize the customers utilization of solutions.
- Outbound telephone and email-based efforts to existing customers with intent to engage customers with incomplete usage and get them excited about and fully adopting key services.
- Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
- Serve as a brand ambassador in all customer interactions.
Required Qualifications:
- BA/BS degree required
- Experience in Account Management/Customer Engagement/Customer Success or similar roles in the SaaS industry.
- Above average monthly activities and success results in comparison to team members
- Proven ability to set and achieve aggressive goals
- Incredibly positive outlook with a desire to grow, take on more responsibilities and drive initiatives
- Strong organizational, analytical and problem-solving skills
- Ability to adapt and work efficiently in a rapidly changing dynamic team environment
- Strong ability to multi-task
Competencies:
- Action Oriented: Bias for action, operates with urgency, driven to “do” great work. Seizes more opportunities than others
- Presentation Skills: Effective in a variety of presentation settings: one-on-ones, small and large groups, with peers, direct reports and management. Can manage group process during the presentation and can change tactics midstream if necessary
- Interpersonal Savvy: Relates well to all kinds of people - up, down, and sideways, inside and outside the organization. Builds appropriate rapport and constructive and effective relationships
- Business Acumen: Deep and applicable understanding of the mechanics of how a business achieves its goals and objectives. Thorough understanding of the levers that create and position a value proposition to customers, profitability, cash flow, and shareholder value. Understanding and awareness of how to think about and successfully make the right business decisions.
- Customer Focus: Thinks about and inserts the customer at all levels of decision making and meeting their needs effectively. Get out in front of your customers; try and anticipate their needs before they even know about them; taking responsibility for customer satisfaction and loyalty. Ability to build strong relationships while connecting with customers
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.
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.