Key Account Manager

Who we are: 

Over ten years ago, we launched AppFolio (NASDAQ: APPF) to revolutionize the way small and medium-sized businesses grow and compete. Today our software solutions serve the property management and legal industries.  At the heart of our products and services is a talented and agile team that understands the importance of a 100% customer focus. 

With offices in Santa Barbara, Dallas, and San Diego, our business is built for long term success fueled by happy, loyal customers and a team of AppFolians who contribute to our great culture every day. 

To learn more about AppFolio and our company values check out our profile on The Muse! 


Why AppFolio? 

  • Competitive Compensation
  • Medical, Dental, Vision, and a 401k Match
  • Amazing company culture: focus on a complete lifestyle 
  • Recharge: 20 Days PTO + 9 Paid Holidays
  • Built to last: Grow your career in an innovative, public company 
  • Make an impact: your work plays a key role in transforming our customers’ businesses
  • Love your team members: co-workers are often friends too
  • Offices stocked with healthy snacks, games, and goodies
  • A commitment to health/wellness including onsite fitness classes
  • Give back to your team and your community

Who we are looking for:

The ideal candidate will possess strong account management skills, will keep the customer and business goals at the forefront of all decision making and drive outcomes to ensure long-term customer success. Key measurables are retention, feature adoption, annual revenue and customer satisfaction. This position plays a critical role in developing and maintaining high customer satisfaction and requires a tactful, driven professional who is comfortable working with all levels of customer sophistication while also collaborating cross-functionally with the AppFolio Onboarding, Sales, Support, Product and Marketing teams as needed.

What You'll Do: 

  • 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 needs to provide focused guidance and follow-up.
  • 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 all risk management and mitigation to ensure retention of your customer portfolio, including annual and transactional NPS.
  • Schedule, deliver and follow-up on custom Executive Business Reviews for assigned accounts, remotely or onsite.
  • Manage queue of open support requests and ensures timely resolution.
  • Provide customized training remotely or onsite.
  • Actively recruits and consults face-to-face with clients at our annual customer conference
  • Partner with Sales and Value+ teams to drive opportunities for expansion units and higher Value+ attachment.
  • Represents Customer Success team at customer-facing events and trainings.


What We're Looking for: 

  • 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 gives instruction 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
  • Experience with Salesforce CRM suite
  • Bachelor’s degree and a minimum 5 years of Customer Success and/or Account Management experience required
No outside recruiter or agency submissions, please.
Such submissions will be considered free to AppFolio.

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