Strategic Customer Success Manager Position Available In Fulton, Georgia

Strategic Customer Success Manager AppFolio – 3.7 Atlanta, GA Job Details Full-time $114,000 – $143,000 a year 14 hours ago Qualifications Google Suite Customer retention Sales Customer service Public speaking Project management Presentation skills Organizational skills Senior level Account management Communication skills Full Job Description 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. The Strategic Customer Success Manager (SCSM) will ensure our top clients achieve their business objectives and derive maximum value from our platform. Establishing yourself as a trusted advisor, you will leverage deep industry knowledge and strong relationships to drive customer satisfaction, retention, and growth. The SCSM will partner closely with a Technical Account Manager (TAM) to deliver customized solutions that address our clients’ objectives and challenges. Your impact Foster Strong Customer Relationships and Drive Strategic Outcomes Build and maintain strategic relationships with key stakeholders and decision-makers within your assigned portfolio of top accounts, understanding their business goals and ensuring our solutions meet their needs. Collaborate with clients to develop and execute success plans, outlining key milestones and success metrics to ensure they achieve their objectives. Conduct regular business reviews with clients, ensuring alignment and highlighting the value delivered, reinforcing long-term partnerships. Serve as the primary point of contact, managing escalations and ensuring timely resolution of issues, fostering trust and loyalty. Track customer health and engagement metrics, identifying potential risks and implementing mitigation strategies for proactive management. Identify opportunities for account expansion and work with growth teams to drive upsell, cross-sell, and expanded use, contributing to increased customer value and revenue growth. Identify, recruit, and nurture reference customers to advocate for our products and services, collaborating with Marketing and Sales teams to activate them in testimonials, case studies, and other activities. Collaborate with Technical Account Manager (TAM) to Drive Product Adoption, Process Optimization, and Internal Advocacy Partner closely with the TAM to design and implement customized solutions, addressing specific client challenges and objectives. Ensure customers are fully informed and educated about our evolving suite of products and services, enhancing their ability to utilize them effectively. Advocate for customer needs and priorities, influencing product roadmaps and feature enhancements to ensure their requirements are met.

Qualifications Leadership:

Strong business acumen and ability to establish credibility as industry expert and trusted advisor with executives and decision makers; ability to lead and interact effectively with cross-functional teams

Influence & Charisma:

Has the ability to influence, persuade and negotiate at all levels to achieve win-win situations; Able to relate to the needs of a wide range of individuals and build consensus

Analytical:

Proven experience in using data to make informed decisions and create buy-in and consensus; Ability to analyze a situation, define key objectives, and recommend action plans

Organization:

Excellent project management, interpersonal and organizational skills

Creative Problem Solver:

Able to draw connections between the client’s needs and Appfolio’s ability to solve for them; Creative thinker with an entrepreneurial spirit and strong implementation ability; Proactive learner and critical thinker who enjoys being in a fast-paced environment

Communication:

Excellent written, verbal and interpersonal communication skills. Great story teller; A natural presenter: stellar public speaking and presenting skills

Customer-Focused:

Must possess a client-focused attitude with a drive to consistently exceed expectations Must have Minimum of 6-8 years of experience in customer success, account management, sales or related roles, preferably within Enterprise SaaS and/or the Property Management industry Proven track record of managing, growing and retaining strategic customer relationships Ability to work collaboratively and independently in a fast-paced, dynamic environment Ability to travel ~25% of the time Proficiency with Customer Success Platforms, CRM and Google Suite Location Find out more about our locations by visiting our site. Compensation & Benefits The compensation that we reasonably expect to pay for this role is: $114-143K [base pay / OTE]. 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. #LI-JM3