Account Services Manager

Appfolio Dallas , TX 75201

Posted 3 days ago

Who we are:

AppFolio (NASDAQ: APPF) was founded by the team that built GoToMeeting, a market leading enterprise software solution. We have extensive experience in software development and continue to lead the way in providing our customers with user-friendly, intuitive, and innovative solutions. Our headquarters is in Santa Barbara with other key offices in Dallas and San Diego. To learn more about AppFolio and our values check out our profile on The Muse!

Why You'll Love Working at AppFolio:

  • Competitive pay

  • Full benefits package

  • 401k

  • 20 days of paid time off a year

  • Amazing company culture and office environments

  • Long-term career growth opportunity and mentorship

  • Chance to be a part of a rapidly growing company in the SaaS industry

  • Onsite fitness classes every day of the week

  • Fully-stocked break room with food and drinks

  • Ability to practice your skills at mini-putting greens, foosball and ping pong

  • Team happy hours and events

  • A new wardrobe of awesome t-shirts

  • Extracurricular co-ed sports teams

Account Services Manager

The Account Services Manager is the main point of contact for all assigned clients and the quarterback for all AppFolio Property Manager operational activity to ensure an ongoing cohesive and productive client experience.

The purpose of the Account Services Manager role is to maintain a deep understanding of customers' business processes to drive effective adoption of AppFolio Property Manager features and V+ services. This position does not manage individual support tickets but does monitor all inbound account activity to proactively coach customers and ensure a positive customer experience. This position plays a critical role in developing and maintaining high customer satisfaction and product adoption.

The Account Services Manager possesses great consultative skills, detailed product knowledge and is a critical thinker who leverages data and relationships to provide increasing value to our customers, ultimately helping them to achieve their business goals and objectives.

Responsibilities

  • Build consultative, trusted-advisor relationships with the client's appointed AppFolio expert and leverage their influence to drive product adoption and utilization

  • Proactively identify opportunity to improve customer processes through the product; Partner with the Strategic Relationship Manager to align the client's decision makers and execute process change with the client's appointed AppFolio expert

  • Effectively delegate support, training & product requests to internal Account Services team to ensure differentiated service; Act as a point of escalation for Services when needed

  • Operationalize decisions from the Strategic Relationship Manager and key decision makers and drive, track & hit product adoption goals to increase account value and customer satisfaction

  • Prepare & deliver quarterly customer business reviews to share product usage, account success, completed milestones and product adoption opportunity

  • Visit accounts onsite to drive product coaching, maintain strong customer relationships and a deep understanding of the customers' business processes

  • Advocate for and represent the customer's product needs by partnering with the Product Management team and sharing customer insights

  • Contact customers on a regular basis to maintain excellent relationships for the purpose of increasing customer satisfaction and intent to renew

Qualifications:

  • Bachelor's degree required

  • 3+ years experience in a customer service or sales account management role

  • AppFolio Property Manager Plus product expert

  • Highly effective communicator; strong presentation skills;

  • Ability to influence, persuade and negotiate at all levels to achieve win-win situations

  • Customer service approach with a Sales mindset for all customer interactions

  • Ability to effectively delegate tasks and convince others to pursue a course of action

  • Strong time management & ability to manage multiple tasks at once

  • Able to structure and process qualitative or quantitative data and draw insightful conclusions from it

  • Proactive learner and creative problem solver who enjoys being in a fast-paced environment

  • Able to travel 25-30% of the time

No outside recruiter or agency submissions, please.

Such submissions will be considered free to AppFolio.


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Account Services Manager

Appfolio