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Customer Relationship Manager

Company: Appfolio, Inc
Location: Santa Barbara
Posted on: June 6, 2021

Job Description:

Hi, Were AppFolio.

Were innovators, changemakers, and collaborators. Were more than just a software company were a cloud-based powerhouse that creates products to make our customers lives easier. Were 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.

Who Are We Looking For?

A leader who can delight consumers by growing and managing a highly engaged, effective and efficient Consumer Relations team with laser focus on ensuring compliance with the Fair Credit Reporting Act and Screening policies & procedures.

What Youll Do

  • Manage and mentor Consumer Relations Specialists to meet KPIs by setting clear performance expectations
    • KPIs include (i) internal audit findings, (ii) consumer NPS, (iii) average response time, (iv) average time to close a case, and (v) percent of calls answered live
  • Build a deep understanding of the Fair Credit Reporting Act and how it relates to AppFolio and our tenant screening business.
    • Develop and maintain a full understanding of the compliance requirements and risks associated with Disputes, Reinvestigations, etc.
  • Formalize training materials, onboarding processes, and processes for implementing new policies & procedures to increase quality, de-risk operations, or to increase efficiency while maintaining quality.
  • Build and lead a high performing team of Consumer Relations Specialists
    • Forecast headcount needed to achieve KPIs
    • Foster an inclusive culture and promote employee engagement
  • Create clear escalation processes for the Consumer Relations team and other teams that interact & depend on Consumer Relations so that questions and issues are resolved within hours.
    • Own escalated and risk cases with consumers through to resolution
    • Assist the team with disputes & inquiries
  • Develop & maintain successful partnerships with key third party vendors by maintaining open lines of communication & surfacing issues early

What Were Looking For

  • Navigating sensitive situations: Can coach a team on how to handle sensitive situations & difficult conversations.
  • Sound judgement: Assesses key issues when presented with challenging or ambiguous situations and applies sound judgement based on all facts, seeking additional input when necessary.
  • Process Management : Looks for ways to improve processes to maximize quality & efficiency. Knows how to organize people and activities. Can simplify complex processes. Is willing to re-engineer processes from scratch.
  • Action Oriented / Get It Done Mentality : Inclination and ability to accomplish goals, bias toward action, operates with urgency, driven to do great work; proactively address issues before they become widespread
  • Coaching / Ability to Develop People : Coaches people in their current roles to improve performance and prepares them for future growth, proactively instilling perspective when necessary to ensure employee engagement.
  • Managing and Measuring Work : Sets clear objectives and measures. Establishes clear directions, distributes workload appropriately.
  • Transparency : Brings issues to light accurately, whether in positive or difficult situations and properly setting expectations.
  • Attention to detail : appropriately checks all work for errors and does not let important details slip.


  • 3-5 years experience managing teams in a business with significant compliance requirements (e.g., background screening, lending, payments, etc.).
  • Working knowledge of Salesforce.
  • Public record / background screening / FCRA experience preferred.
  • BA/BS degree

Our Story

AppFolio ( NASDAQ: APPF ) was founded in 2006 with the mission to revolutionize vertical industry businesses by providing great software and service. Our easy-to-use, cloud-based software helps our customers more effectively market, manage, and grow their businesses. Our software solutions exist in the real estate vertical, including AppFolio Property Manager and AppFolio Investment Management.

To find out more about what AppFolio has to offer, check out .

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. Thats why were 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, youre always welcome at AppFolio.

Keywords: Appfolio, Inc, Santa Barbara , Customer Relationship Manager, Other , Santa Barbara, California

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