Lead Onboarding Manager

2 weeks ago

San Diego, United States AppFolio Full time

**Hi, We’re AppFolio**

We’re innovators, changemakers, and collaborators. We’re more than just a software company - we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.

The Lead Onboarding Manager is responsible for managing and overseeing implementation projects for our largest customers. This role will drive a successful conversion experience while hitting all onboarding milestones, and set our most valued customers up for long term success. The Lead Onboarding Manager will use industry knowledge and expertise to drive scalable process improvements to our implementation service and offering. This position will primarily concentrate on enterprise residential onboarding while also shaping the future of our enterprise onboarding services. This role will report directly into the Sr. Manager, Onboarding Services.

**Your impact**- Provide a differentiated implementation experience and ensure our customers are set up accurately and able to realize the value of their investment on day one.- Develop and maintain comprehensive project plans, timelines, and deliverables.- Serve as the primary point of contact for clients during implementation while conducting regular project meetings to review goals, share milestones, and ensure progress is being made at every stage of the project.- Provide guidance and expertise to clients on best practices for software implementation, data migration, and system configuration.- Maintain a deep understanding of the product and speak with customers and prospects about the most relevant features for their business needs.- Coordinate with other implementation experts to set up AppFolio’s full suite of products and services.- Proactively identify and mitigate project risks to minimize disruptions and ensure project success.- Collaborate with product teams to gather client feedback and insights, driving continuous improvement and innovation of AppFolio’s product offering.- Establish a trusted advisor relationship with every customer.- This position will identify, architect, and deliver operational process improvement solutions across the department that directly impact the department goals and customer experience.

**Qualifications**Project Management - **Able to coordinate multiple time-sensitive efforts across the organization to ensure customer success.**Communication**:

- Able to communicate clearly and concisely with internal teams, managers, and customers.**Customer focus - **Understand needs of our customers as well as cross-departmental associates and strive to delight at each touchpoint and level of interaction. Exceptional customer relationship-building skills.**Entrepreneurial** - Can bring new ideas to the table and make decisions quickly to move past barriers.**Attention to detail - **Appropriately checks all work for errors and does not let important details slip. Highly organized and strong ability to multitask. Ability to handle sensitive information.**Collaboration** - Collaborative self-starter with motivation to drive impactful change for our customers, department, and teams.**Creative problem solving - **Able to use creativity and curiosity to pick apart any problem, producing a solution which is relevant and realistic. Strong analytical capabilities for advanced problem-solving.

**Must have**- 8+ years of enterprise implementation experience.- 5+ years of project management experience.- SaaS Property Management/Real Estate industry experience strongly preferred.- Accounting/bookkeeping acumen preferred.

**Compensation & Benefits**

The base salary/hourly wage that we reasonably expect to pay for this role is $132,000 to $198,000.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

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