AppFolio, Inc. Vacancies in United States – Associate Customer Success Specialist, Contact Center (Remote)

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About the job

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.

As a Customer Success Specialist, you will help property managers (our customers!) use Maintenance Services products within AppFolio Property Manager, our flagship property management software. You will be responsible for building great relationships with these customers and partnering with them through their questions about the service, handling both routine and complex inquiries relating to customer training, service utilization/adoption, and retention.

What We’re Looking For

• Excellent business communication and customer relationship building skills
• Strong analytical capabilities for advanced problem-solving
• Extraordinary work ethic with the ability to work cross-functionally in a fast-paced environment
• Positivity in challenging circumstances
• Proactive and solution oriented approach to client escalations
• Demonstrates good judgement
• Time management with a strong ability to follow through on tasks until completed
• Ability to develop trusted relationships and find creative solutions
• High degree of flexibility

What You’ll Do

• Work within a small team to manage an allocated queue of customer requests.
• Perform quality assurance checks on customer accounts to improve customer engagement and increase feature adoption.
• Troubleshoot customer pain points and work cross-functionally to identify solutions.
• Provide timely responses to customer support inquiries via phone and email.
• Research and compile data relevant to customer inquiries, escalations, and issues.
• Provide product training to increase customer product knowledge, service utilization, and overall customer satisfaction.
• Utilize SalesForce to manage all customer interactions and inquiries.
• Provide valuable feedback to the Product team based on client interactions.
• Collaborate with internal teams to mitigate risk and reduce customer churn.
• Manage multiple priorities including case research, customer escalations, and assigned tasks and projects.
• Collaborate on special projects and participate in leadership discussions.

Nice To Have

• BA/BS degree or equivalent work experience
• 1+ year experience in customer facing role
• Experience utilizing Salesforce or another CRM platform
• Experience in retention or membership renewals a plus.

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. Our software solutions exist in the real estate vertical, including AppFolio Property Manager and AppFolio Investment Management.

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

Company: AppFolio, Inc.

Vacancy Type: Full-time · Entry level 

Job Location: United States

Application Deadline: N/A

Apply Here

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