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.
We are seeking a strategic and execution-oriented Sr. Revenue Operations Specialist to drive significant improvements in our customer onboarding experience with a strong understanding of successful project management, data migration, training, and adoption of our holistic software platforms. This role involves leading and supporting the optimization of processes, systems, and tools to streamline internal workflows and data, focusing on measurable outcomes. The ideal candidate will be excited to dive into in-depth analysis, modeling, and process improvement, and possess strong communication skills to collaborate effectively across all levels.
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Your impact
- Operational Strategy and Execution: Support the development, execution, and tracking of Customer Onboarding strategy, ensuring alignment across the customer journey.
- Performance Monitoring and Reporting: Partner with leadership to establish and operationalize key performance indicators (KPIs) (i.e. time in migration, increased team capacity, improved customer time-to-value, and CSAT) and create and manage reporting to track the performance of Onboarding teams at all levels (i.e. Exec, Director, Manager, Agent). Analyze data to identify trends, opportunities for improvement, and areas of risk.
- Segmentation & Capacity Management: Design, build, and manage a model that guides resource allocation by segment. Partner with Rev Ops & Onboarding Leadership to define segment-specific coverage models and highest-impact activities across the customer lifecycle, meeting customer demand and linking to revenue outcomes.
- Workflow Optimization: Identify areas for process improvement, vendor-managed teams, automation, and standardization to enhance efficiency and improve customer outcomes. Partner to maintain documentation, SOPs, and Playbooks.
- Data, Process & Tooling: Design and maintain core processes, e.g. attainment reporting, forecast vs. actuals, and At Risk Account Reviews. Partner with Rev Tech and BizSystems to streamline daily team operations while providing leadership with comprehensive insights — leveraging tools such as Salesforce, TaskRay, Intercom, and Tableau.
- Cross-Functional Collaboration: Collaborate closely with other GTM Organizations and Services functions, including Product, Sales, and Marketing, to ensure alignment on customer needs and to drive a consistent and positive customer experience.
Qualifications
- Analytical Skills: Able to structure and process qualitative or quantitative data and draw insightful conclusions from it.
- Organization & Planning: Plans, organizes, schedules in an efficient, productive manner; focuses on key priorities and driving results.
- Strategic Thinking & Visionary: Able to see and communicate the big picture in an inspiring way; determines opportunities and risk through comprehensive analysis of current and future trends.
- Attention to Detail: Does not let important details slip through the cracks or derail a project.
- Proactivity: Acts without being told what to do. Brings new ideas to the organization.
- Communication: Speaks and writes clearly and articulately; maintains this standard in all forms of communication - writing, speaking and presentations.
- Drive Complex Initiatives: Able to drive complex initiatives to successful completion, presenting the vision in a concise & inclusive manner and executing.
- Adaptable: Can quickly adjust and react to competing priorities.
Must Haves
- 5+ years experience in Customer Onboarding, Services, Professional Services or Sales Operations teams in SaaS industries
- Salesforce expertise required
- Experience with CRM systems (e.g., Salesforce, HubSpot), helpdesk software (e.g., Zendesk, Intercom), and project management systems (e.g., Monday, TaskRay)
- Strong understanding of SaaS business models and customer lifecycle management
- Excellent analytical and problem-solving skills with the ability to interpret data and drive data-informed decisions
- Experience with VMO/BPO vendors is highly desirable
Location
Find out more about our locations by visiting our site.
Compensation & Benefits
The compensation that we reasonably expect to pay for this role is: $94,400.00 - $118,000.00 [base pay]. 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.
Regular full-time employees are eligible for benefits - see here.