Customer Growth Specialist - Resident Services

Customer Growth Specialist - Resident Services

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.

In Customer Growth, we help customers achieve their financial and operational goals by properly equipping them to optimize their strategies, tools, and behaviors. We accomplish this by providing specialized coaching, through the lens of the customer’s business processes, and improving performance at each phase of the resident lifecycle. The Customer Growth Specialist – Resident Services will proactively engage customers to drive adoption in order to ensure that customers realize the full value of App Folio services.

Central to this mission is a close partnership with cross‑functional teams to streamline the prospect to resident experience. By aligning on Resident Onboarding initiatives, we ensure a unified and successful approve to move journey that sets the foundation for long‑term customer health.

• Influence future lifetime value through higher adoption, customer satisfaction, and overall account health.
• Devise, execute and manage Customer Growth strategies, measuring and reporting results weekly.
• Partner cross‑functionally with Onboarding, Growth Sales, and Product teams to ensure a seamless transition for Resident Onboarding Lift (ROL) and lease implementation initiatives.
• Build value‑based relationships with customers to ensure the highest customer satisfaction, adoption, and retention of App Folio Property Manager.
• Maintain a deep understanding of the product and provide specialized ROL coaching, speaking with customers about the most relevant features for their business needs.
• Own unit growth strategy and optimize the customers' utilization of solutions.
• Outbound telephone and email‑based efforts to existing customers with intent to engage customers with incomplete usage and get them excited about and fully adopting key services.
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Serve as a brand ambassador in all customer interactions.

• Experience in Account Management/Customer Engagement/Customer Success or experience in the Multifamily operations/marketing with expertise in leasing, resident benefits, or insurance programs.
• Above average monthly activities and success results in comparison to team members.
• Proven ability to set and achieve aggressive goals.
• Incredibly positive outlook with a desire to grow, take on more responsibilities and drive initiatives.
• Strong organizational, analytical and problem‑solving skills.
• Ability to adapt and work efficiently in a rapidly changing dynamic team environment.
• Strong ability to multi‑task.
• Action Oriented:
  Bias for action, operates with urgency, driven to “do” great work. Seizes more opportunities than others.
• Presentation
  
  Skills:
  
  Effective in a variety of presentation settings – one‑on‑ones, small and large groups, with peers, direct reports and management. Can manage group process during the presentation and can change tactics midstream if necessary.
• Interpersonal Savvy:
  Relates well to all kinds of people – up, down, and sideways, inside and outside the organization. Builds appropriate rapport and constructive and effective relationships.
• Business Acumen:
  Deep and applicable understanding of the mechanics of how a business achieves its goals and objectives. Thorough understanding of the levers that create and position a value proposition to customers, profitability, cash flow, and shareholder value. Understanding and awareness of how to think about and successfully make the right business decisions.
• Customer Focus:
  Thinks about and inserts the customer at all levels of decision making and meeting their needs effectively. Gets out in front of your customers; tries and anticipates their needs before they even know about them; takes responsibility for customer…