AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves. We are seeking a strategic and execution-oriented Sr. Revenue Operations Specialist to drive significant improvements in our customer onboarding experience with a strong understanding of successful project management, data migration, training, and adoption of our holistic software platforms. This role involves leading and supporting the optimization of processes, systems, and tools to streamline internal workflows and data, focusing on measurable outcomes. The ideal candidate will be excited to dive into in-depth analysis, modeling, and process improvement, and possess strong communication skills to collaborate effectively across all levels. Your impactOperational Strategy and Execution: Support the development, execution, and tracking of Customer Onboarding strategy, ensuring alignment across the customer journey.Performance Monitoring and Reporting: Partner with leadership to establish and operationalize key performance indicators (KPIs) (i.e. time in migration, increased team capacity, improved customer time-to-value, and CSAT) and create and manage reporting to track the performance of Onboarding teams at all levels (i.e. Exec, Director, Manager, Agent). Analyze data to identify trends, opportunities for improvement, and areas of risk.Segmentation & Capacity Management: Design, build, and manage a model that guides resource allocation by segment. Partner with Rev Ops & Onboarding Leadership to define segment-specific coverage models and highest-impact activities across the customer lifecycle, meeting customer demand and linking to revenue outcomes.Workflow Optimization: Identify areas for process improvement, vendor-managed teams, automation, and standardization to enhance efficiency and improve customer outcomes. Partner to maintain documentation, SOPs, and Playbooks.Data, Process & Tooling: Design and maintain core processes, e.g. attainment reporting, forecast vs. actuals, and At Risk Account Reviews. Partner with Rev Tech and BizSystems to streamline daily team operations while providing leadership with comprehensive insights — leveraging tools such as Salesforce, TaskRay, Intercom, and Tableau.Cross-Functional Collaboration: Collaborate closely with other GTM Organizations and Services functions, including Product, Sales, and Marketing, to ensure alignment on customer needs and to drive a consistent and positive customer experience. QualificationsAnalytical Skills: Able to structure and process qualitative or quantitative data and draw insightful conclusions from it.Organization & Planning: Plans, organizes, schedules in an efficient, productive manner; focuses on key priorities and driving results. Strategic Thinking & Visionary: Able to see and communicate the big picture in an inspiring way; determines opportunities and risk through comprehensive analysis of current and future trends.Attention to Detail: Does not let important details slip through the cracks or derail a project.Proactivity: Acts without being told what to do. Brings new ideas to the organization.Communication: Speaks and writes clearly and articulately; maintains this standard in all forms of communication - writing, speaking and presentations.Drive Complex Initiatives: Able to drive complex initiatives to successful completion, presenting the vision in a concise & inclusive manner and executing.Adaptable: Can quickly adjust and react to competing priorities. Must Haves 5+ years experience in Customer Onboarding, Services, Professional Services or Sales Operations teams in SaaS industriesSalesforce expertise requiredExperience with CRM systems (e.g., Salesforce, HubSpot), helpdesk software (e.g., Zendesk, Intercom), and project management systems (e.g., Monday, TaskRay)Strong understanding of SaaS business models and customer lifecycle managementExcellent analytical and problem-solving skills with the ability to interpret data and drive data-informed decisionsExperience with VMO/BPO vendors is highly desirable LocationFind out more about our locations by visiting our site. Compensation & BenefitsThe compensation that we reasonably expect to pay for this role is: $94,400.00 - $118,000.00 [base pay]. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity.Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type.
Regular full-time employees are eligible for benefits - see here.
About AppFolio
AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.
Why AppFolio
Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.
Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.
Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.
Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.
Paddle as One.
Learn more at appfolio.com/company/careers
Statement of Equal Opportunity
At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.