Customer Success, Utility Management

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.

As a Utility Management Specialist (UMS) you will be working with a team of experienced Customer Success Managers to pioneer and drive adoption of the Utility Management (UM) product for Appfolio customers. You will work with a dedicated book of business to enhance customers satisfaction by being a product expert as well as a trusted advisor. This position requires a team player who possesses superior communication skills, advanced attention to detail and organization skills, and the ability to work cross functionally across different groups. In this role, you will have the opportunity to improve the customer lifetime value and directly contribute to the growth of the UM product and company.

Your mission, should you choose to accept: deliver an industry-leading utility management service that is indispensable to property managers and loved by their residents.

A typical day may include, but is not limited to:

• Supporting and growing your dedicated book of business
• Delivering accurate and timely resident charges
• Ensuring your customer’s utilities are processed and paid in a timely manner
• Providing trainings to increase customer product knowledge of our best in class utility analytics features
• Finding efficiencies and implementing processes to improve CS team operations and customer sustainability
• Identifying success metrics for your customers and presenting them in quarterly business reviews
• Being the voice of the customer and providing feedback on current and future UM enhancements

Must Haves:

• BA/BS degree required
• 1-2 years CS experience in SaaS recommended
• Strong analytical capabilities for advanced problem-solving
• Highly organized and strong ability to multitask
• Excellent written and oral communication skills
• High degree of integrity and flexibility
• Exceptional customer relationship building skills
• Ability to work cross-functionally in a fast-paced environment
• Ability to follow through on tasks until completed
• Ability to develop trusted relationships and find creative solutions
• Excels in operating in a highly ambiguous environment
• Strong curiosity with the desire to learn and grow

Why should I become an AppFolian?

• Competitive Compensation
• Medical, Dental, Vision, and a 401K Match
• Offices stocked with healthy snacks, games, and goodies
• Accrue 21 Days PTO within your first year + 8 Paid Holidays
• Amazing Company Culture
• Make an impact: your work plays a key role in transforming our customers’ businesses
• Give back to your Team and your community

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 the real estate (AppFolio Property Manager, AppFolio Property Manager PLUS, and AppFolio Investment Manager) industries.

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