Address
Form of work
SalaryYour impact
Manage a portfolio of our most valued clients: become their trusted advisor, understand their business goals and proactively drive outcomes to ensure long-term Customer Success.
- Analyze accounts’ business goals to provide focused guidance and strategic recommendations.
- Provide clear value to your clients by keeping them educated, engaged and adopting our evolving core and Value+ products and services, resulting in continued revenue generation and overall satisfaction.
- Own and forecast on all portfolio risk and mitigation measures to ensure retention of your customer portfolio, including annual NPS.
- Schedule, deliver and execute action plans based on custom Executive Business Reviews for assigned accounts, remotely or onsite.
- Escalate customer concerns across internal allied teams to ensure timely resolution and high customer satisfaction and partnership
- Partner with Growth teams to drive opportunities for expansion units, platform upgrades, and higher Value+ attachment.
Represent the Customer Success team at customer-facing events.
Customer Focus - Thinks about and inserts the customer at all levels of decision making.
- Intelligence - Able to digest high level detail quickly, think quickly on one’s feet. Strong organizational, analytical and problem solving skills.
- Proactive - Acts without being told, creates opportunities.
- Goal Orientation - Can make short term decisions with long term goals in mind.
- Flexibility - Agile enough to adapt to changing client conditions and needs as well as project responsibilities.
- Enthusiasm - Finds joy and excitement in helping clients reach their goals and excels at efficiently mastering new product features.
- Communication - Clearly articulates and instructs in a professional manner. Excellent oral, written and presentation communication skills.
- Curiosity - A keen interest to deeply understand core efficiencies and obstacles facing the client.
- Personable - An affable disposition that welcomes customer-facing discussion.
- Outstanding interpersonal skills - Ability to create and maintain strong positive relationships with AppFolio customers.
- Adaptability - Ability to adapt and work efficiently in a rapidly changing dynamic team environment. Must possess the ability to manage multiple simultaneous projects with minimal supervision.
Bachelor’s degree and a minimum of 5 years of Customer Success and/or Account Management experience required.
Experience with Salesforce CRM suite & Intercom.
Experience with Customer Success platforms, Vitally preferred.
Real Estate industry & Investment Management experience preferred.
Compensation & Benefits
The base salary that we reasonably expect to pay for this role is: $73,000 - $110,000.
The actual base salary 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 including but not limited to:
Paid Time Off (PTO)
- Medical, dental, and vision benefits
- Long-term and short-term disability insurance
- 401(k)
Wellness benefits
Interns / full-time temporary / eligible variable hour employees are eligible for benefits including but not limited to:
Medical
401(k)
Wellness benefits
