Sr. Manager, Customer Experience

Description

Hi, We’re AppFolio

We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.

We’re looking for customer-focused individuals wanting to advance their career as Sr. Manager, Customer Experience.

The Sr. Manager, Customer Experience is responsible for leveraging customer listening posts to identify actionable insights, build customer understanding across AppFolio, and drive strategic and tactical actions.

Also, the Sr. Manager defines and drives alignment and action cross-functionally for CX-related strategic projects and drives customer journey optimization shaping the design of the end-to-end customer experiences by focusing on experience gaps. The Sr. Manager identifies and builds key CX metrics tied to operational data to drive business outcomes (net expansion, ARPU, churn, etc.).

In partnership with the Director of Customer Experience, the Sr. Manager will work on a customer-first strategy to shape the future of CX at AppFolio and foster the continued development of our customer-obsessed culture by engaging employees across teams, elevating CX as a practice, and aligning with the company objectives and mission.

Your impact

• Enhance CX & Voice of the Customer to amplify the customer perspective and critical insights across Real Estate.
• Bring customer sentiment and insights to drive strategic decision-making across the end-to-end customer journey.
• Build a scalable approach for customer connection across teams, including cadences, frameworks, and best practices to build customer empathy.
• Build a shared understanding of customer sentiment & predictor behaviors to enable service innovation and drive efficiency.
• Grow & develop a high-performing CX & VOC team, advance our customer-obsessed culture by elevating CX as a practice across AppFolio, and demonstrate external thought leadership.
  
  
  

Qualifications

• 5+ years of experience working in Customer Experience.
• Experience partnering with service teams to drive customer-centered design for experiences based on data and customer insights.
• Ability to influence & lead cross-functional teams with an emphasis on being a relationship builder at all levels of the organization.
• Exceptional visualization skills for presentations, and verbal and written communication skills to inspire action.
• Experience working in a fast-paced, data-driven B2B SaaS environment is preferred.
• Solid understanding of technical applications used for selling such as Google Suite, Salesforce.com, Zoom, and CX feedback platforms.
• Bachelor's degree or equivalent experience, Master’s Degree preferred.
• Certifications in customer experience preferred, such as Certified Customer Experience Professional (CCXP).
  
  
  

Compensation & Benefits

The base salary/hourly wage that we reasonably expect to pay for this role is: $132,0000 - $180,000.

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.