Onboarding Specialist - Value Added Services

AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves.

The Onboarding Specialist will guide new customers through the setup and training of the platform’s impactful Value Added Services, ensuring a seamless and successful transition. This role involves project management to coordinate various aspects of the onboarding process, focusing on delivering measurable value to each customer. You will work independently to manage your customer projects, while also building strong relationships with clients to understand their unique needs. A customer-centric approach is crucial, coupled with a detail-oriented mindset to ensure accuracy and completeness. The ability to excel at multitasking and adapt quickly to priorities and challenges is essential for success in our high-volume environment.

Your impact

• Proactively manage a continuous queue of customers, consistently striving to exceed measurable monthly onboarding targets and deliver high customer satisfaction.

Conduct comprehensive setup and training calls with new customers, defining project deliverables, establishing timelines, and ensuring the timely and successful completion of all assigned projects.

• Cultivate and maintain a deep and comprehensive understanding of service product features, functionalities, and upcoming enhancements.

• Act as a trusted feature expert, providing proactive guidance and best practices to customers to optimize their product utilization and effectively meet their evolving needs.

Qualifications

• Exceptional ability to multitask and manage competing priorities in a fast-paced, high-volume environment.

• Strong judgment and problem-solving skills

• Proven project management skills, including the ability to define deliverables, establish timelines, and ensure timely completion of projects.

• Highly adaptable and able to quickly adjust to changing priorities and challenges.

• Strong ability to collaborate and build effective relationships with cross-functional partners.

• Excellent customer service skills with a friendly and approachable demeanor, focused on building strong customer relationships.

• Ability to quickly learn technical requirements of onboarding features. 

Must have

• BA/BS degree

• 2+ years experience in customer service, preferably in the SaaS industry

• 1+ years Experience with CRM preferable (e.g. Salesforce)  

Compensation & Benefits

The compensation that we reasonably expect to pay for this role is $21.30/hour - $26.10/hour. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity.

Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

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Client-provided location(s): Flexible / Remote

Job ID: oMsbxfwG

Employment Type: OTHER

Posted: 2025-08-14T18:36:53