Hi, We’re AppFolio.

We’re innovators, changemakers, and collaborators. We’re more than just a software company — we’re a cloud-based powerhouse that creates products to make our customers’ lives easier. We’re revolutionizing the way people do business, and we want your ideas, your enthusiasm, and your passion to help us keep on innovating.

We love where we work, and you can, too.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.

Who We're Looking For

The Onboarding Manager (OM) is a key player in driving new customer success within Client Services. The OM ultimately owns the success of each net new implementation, coordinates all ongoing add-on projects and oversees custom system configuration needs. This position is the first point of contact for data conversion, customer onboarding & post-live follow-up to ensure customer success. The OM must be able to work cross functionally, be a great team player, team builder and communicator.

Responsibilities

• Own and drive a successful implementation experience for net new customers  

• Manage all project milestones and deadlines to ensure successful implementations for net new customers

• Strategically & successfully recommend best practices and process changes for customers to ensure their optimal use of AppFolio

• Partner with the Data Services Manager to ensure timely and effective conversion of all customer data 

• Partner with the Customer Success Managers to drive effective training and account management hand-off

• Support the Customer Success Managers by providing onboarding & feature configuration assistance to upgrade customers

• Innovate the onboarding process to provide a differentiated onboarding experience for customers

• Work with Customer Success team to define best practices for driving implementation milestones without stalling data conversion or custom training

• Work with Customer Success Managers to define project ownership and involvement for a clear customer experience

• Maintain alignment with each vertical's Onboarding Services team to share learnings and best practices between product tiers

• Partner cross-functionally within the business to elevate the conversion experience as a key value differentiator for sales & marketing

• Contribute to the our business initiatives by driving team culture & elevating Account Services internally

• Act as a subject matter expert on the data conversion process  
• Mentor new team members during on-boarding process providing coaching & feedback  
• Drive team initiatives and embrace the start-up mentality of taking initiative & helping with tasks outside of defined job responsibilities 
• Attend recurring business segment meetings and elevate the Customer Success team by representing customer service needs cross-functionally 

Skills and Qualifications

• 3-4+ years experience as an Onboarding Manager role, SaaS implementation experience strongly preferred
• Outstanding customer relationship skills; ability to create and maintain strong positive relationships with AppFolio clients & overcome objections
• Excellent oral and written communication skills & proficient presentation skills 
• Strong time management, analytical and problem solving skills
• Ability to adapt and work efficiently in a rapidly changing, dynamic team environment
• “Services through Curiosity” approach to handling objections
• Strong Microsoft Excel knowledge preferred
• Must be able to travel 25% of the time - post Covid19
• Bachelor’s degree required

Our Story 

AppFolio (NASDAQ: APPF) was founded in 2006 with the mission to revolutionize vertical industry businesses by providing great software and service. Our easy-to-use, cloud-based software helps our customers more effectively market, manage, and grow their businesses. Today our software solutions exist in two verticals including the real estate (AppFolio Property Manager, AppFolio Property Manager PLUS, and AppFolio Investment Manager) and legal (MyCase) industries.

To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.