Sr. Manager, Onboarding Services

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 Sr. Manager, Onboarding Services (IM) will lead, develop and manage the Investment Manager focused customer onboarding team. The primary responsibility of this leadership position is to execute the mission of driving our customers to achieve their short-term goals while laying the foundation of a strong long-term partnership through a best-in-class onboarding experience.

Your impact

• Hire, develop and retain an engaged and connected IM Onboarding organization.
• Devise, execute, and manage operational strategies while measuring and reporting results
• Maintain a deep understanding of the product and speak with customers and prospects about the most relevant features for their business needs.
• Improve our customer onboarding experience through process improvement to scale
• Represent IM onboarding within the greater Client Services leadership org and elsewhere cross-functionally.
• Influence future customer lifetime value through enabling initial feature adoption, customer satisfaction, and overall account health.
  
  
  

Qualifications

• Leads by example across every engagement and inspires confidence in employees.
• Coaching ability to improve performance and prepare employees for future growth through 1-on-1 meetings, recurring training, and feedback sessions.
• Desire, drive and proven ability to set and achieve aggressive goals.
• Analytical skills to identify, measure and impact the important metrics that drive towards specified outcomes.
• Anticipates, identifies, and defines problems; seeks root causes; develops and implements practical and timely solutions.
• Plans, organizes, schedules, and forecasts in an efficient, productive manner.
• Strong presentation & communication skills to bring clarity from often ambiguous circumstances and provide clear, strategic decisions.
• Proven track record of executing large scale change management and defining new processes.
• AppFolio Investment Manager product expertise preferred.
  
  
  

Must have

• 2+ years of management experience leading service teams or equivalent (SaaS preferred).
• 5+ years of project management experience or equivalent (SaaS preferred).
  
  
  

Compensation & Benefits

The base salary wage that we reasonably expect to pay for this role is: $110,000 - $160,000

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

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.

Paddle as One.

Learn more at 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.