Manager, Training & Support Services (APM+)

Job Description

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.

Manager, Training & Support Services (APM+)
Account Services Team // Client Services

MISSION:

AppFolio’s customer service experience is a key differentiator in the corporate space, and we have a lot of continued opportunity to improve our custom training program & elevated support. The purpose of the Manager of Account Services is to grow and lead a team of certified Product Experts that drive PLUS customers’ effective understanding of how to use the product, from initial product training through ongoing product support.
In 2020, the Manager of Account Services (PLUS) will own our Account Services team initiative to scale customer training while improving quality, which requires internal and customer-facing training & support improvements, effective team growth & people management, and collaborative leadership.

RESPONSIBILITIES
Own the full PLUS Account Services training offering and ensure it remains differentiated from APM services.

• Ensure that all net new customers are trained before go-live, and receive reinforcement training during their first month.
• Improve the reinforcement training program to provide better support during a customer's first month.
• Identify and roll-out a clear training plan & price point for post-onboarding training requests.
• Improve our customer-facing training resources to drive an effective Train-the-Trainer model during onboarding and for ongoing new hire training.
• Test and roll-out Skilljar for PLUS customers.
• Support the PLUS Sales motion by providing regular internal education and updating customer-facing resources on our training & support offerings.
• Partner with Training & Enablement to stay aligned on our training offerings & strategies.
• Maintain an understanding of current industry training programs & opportunities, to continue evolving the PLUS offering.
• Share training team wins and customer feedback.

Own the full PLUS Account Services support offering and ensure it remains differentiated from APM services.

• Ensure a two-hour response time SLA is maintained at all times, with a tNPS of 95+.
• Partner with internal cross-functional teams (Billing, Payments, V+, etc) that support PLUS to maintain alignment & improve the overall support experience.
• Benchmark 2019’s month 1 cases, and through training & support improvements decrease customer's first month cases in 2020 by 10% YOY.
• Oversee & improve the chat and phone-line experience for PLUS customers.
• Ensure the Help Center maintains effective and updated self-service content for PLUS capabilities.
• Share PLUS support insights with Product Management to drive the Customer-Focused Efficiencies mission.
• Partner with Customer Success leadership to stay aligned on our support processes & improvements.
• Share support team wins and customer feedback.

Effectively grow & retain a team of Training Services Manager & Account Services Representatives.

• All training team goals are hit and maintained - process mapping, custom training, and reinforcement training is completed with every net new account
• All support team goals are hit and maintained - 2-hour response time SLA, tNPS of 95+
• 90% of team headcount is retained in 2020 due to high employee engagement, satisfaction and effective leadership
• 2020 hiring and headcount goals are met each quarter per our business needs, to maintain effective team bandwidth.
• Clear headcount ratios for 2021 planning are determined by the end of Q3.
• The team Engagement Survey eNPS for 2020 averages >9.0 or greater than the company average; with action taken where necessary
• Each quarter, at least one APPF Manager Workshop class is completed to foster personal leadership development.

QUALIFICATIONS:

• 2+ years of leadership/management experience
• 3-5+ years of experience in SaaS customer service or customer training positions
• Bachelor’s degree required
• Ability to travel 10% (between APPF offices)

COMPETENCIES:

• Leadership - Able to effectively lead and motivate team to succeed and visibly influence team members and peers.
• Communication - Able to provide clear communication regarding our strategy (what we are doing, why, how it impacts) to all levels internally and externally.
• Think Smarter (Think Bigger) - Maintain a focus on the long term vision of APM+, while continuing to execute on short term goals.
• Customer Focus - Inserts the customer at all levels of decision making.
• Persistence - Able to get team members, peers, and leadership buy-in and aligned to overcome challenges.
• Entrepreneurial - Can bring new ideas to the table and make decisions quickly to move past barriers.
• Relationship Builder - Has the ability to build strong, lasting relationships and make connections between dedicated team members and across AppFolio.

CULTURAL COMPETENCIES - BASED ON OUR VALUES:

• Simpler is Better: Demonstrates the thought, discipline and inclination towards simple v. complex solutions.
• Innovative : Generates and brings other’s new and creative ideas forward.
• Great People Make a Great Company:
  • People Mgrs: Hiring & Developing People: Has a nose for talent and hires the best people available from the inside or outside. Is not afraid of selecting strong people. A people builder who provides challenging and stretch goals to develop and motivate their team.
• Listening to Customers is in Our DNA: Elevates the customer experience in all decision making.
• Small, Focused Teams Keep Us Agile:
  • People Mgr: Empowering teams to solve business problems. Spends their time and focuses the team on the critical few actions that are most important. Can eliminate roadblocks and demonstrates ability to say “no”.
• We Do the Right Thing; It's Good for Business: Always operates with integrity, especially when faced with tough situations.

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.