Customer Success Manager
AppFolio - Goleta, CA

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The Customer Success Manager provides distinctive service that makes our customer’s love us. The role entails customer relationship building via inbound and outbound customer interactions to resolve issues, implement process improvements, provide product training and brand representation.

This is an ideal opportunity for someone with a passion for customer satisfaction, blend of technical and customer-interaction skills and a drive for excellence.

Responsibilities:
Provides timely resolution of product related customer support issues.

Exercises independent judgment in determining the best method(s) to resolve issues and delight the customer.

Answers incoming phone support requests and enters details of requests into SalesForce.

Manages daily account communication regarding status of open support requests.

Maintains and enhances customer satisfaction by providing ongoing proactive support throughout the customer life cycle.

Assists customers with the implementation of value-added features as part of the life cycle management program.

Works within the Customer Success team to enhance and augment existing and future customer support resources.

Serves as a brand ambassador in all customer interactions.

Knowledge and Skills:
Exceptional customer relationship building skills

Excellent written and oral communication skills

Strong analytical capabilities

Strong ability to multi-task

Ability to display good judgment

Ability to work cross-functionally in a dynamic environment

Ability to follow through on tasks until completed

High degree of flexibility

Bachelor's degree required

SaaS support experience desired

AppFolio - 11 months ago - save job - block
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About this company
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At AppFolio we create easy-to-use, web-based software that helps small and mid-sized businesses more effectively market, manage and grow...