Associate Manager, Concierge

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.

As the Associate Manager for the LiveEasy Concierge (Inside Sales) team, you will serve as a dedicated people leader responsible for owning the performance, development, and day-to-day execution of a growing concierge team. You will act as the primary leadership layer between the frontline team and broader management, driving consistent team execution, managing AI-enabled workflow strategies, and holding a team accountable. This is an impactful opportunity for a leader who can operate with independence and be developed toward greater leadership responsibility over time.

Your Impact

• People Leadership & Development: Own the day-to-day leadership of a dedicated span of about 10-14 inside sales professionals, conducting regular 1:1s, performance reviews, and development conversations while thriving in a highly collaborative, cross-functional environment.
• Performance Accountability: Drive full performance management for your span by setting clear expectations, coaching to close gaps, navigating performance improvement processes, and elevating the collective output of the department.
• Sales Coaching: Coach your team on the concierge sales approach, helping each rep build confidence, consistency, and durable habits that translate to meeting commitments and driving Full Sales Cycle success.
• Professional Development: Take ownership of your team's growth by identifying skills gaps, building development plans, and ensuring every person on your team has the tools, training, and support to progress.
• Hiring & Onboarding: Partner in recruiting new inside sales talent within your span and lead the onboarding process to ensure new hires integrate effectively and ramp to performance quickly.
• Team Execution & Service Quality: Own daily operations for your agent span, managing workflows, schedules, coverage, and service quality to ensure the highest standards are maintained consistently, prioritizing urgency and transparency.
• Performance Monitoring: Track individual and team KPIs-including conversion rates, call volume, and net-new logo acquisition-to identify trends and take proactive action to close gaps.
• Escalation & Risk Management: Serve as the first point of escalation for sensitive customer or team issues within your span, applying sound judgment and building trust by listening to customer needs.
• Operational Adaptability: Maintain consistent execution across your team as the business navigates ongoing change, including BPO/VMO trials, and property manager volume.
• Manager Partnership: Work in close partnership with your Manager to translate strategic direction into daily team performance, collaborating on inside sales operations and AI-enabled workflow strategy.
• Cross-Functional Partnership: Partner with multiple departments to streamline processes and ensure seamless service integration, acting as the operational bridge between the inside sales team and the broader organization.
• Feedback Loop: Report on team performance to management and provide operational insights that assist with broader business planning and strategy.

Qualifications

• 2-5 years of experience in a leadership or senior individual contributor role, with a track record of delivering operational excellence and strong customer service.
• Demonstrated ability to mentor junior team members, drive individual performance, and foster a positive, productive team culture.
• A proven track record of making independent, high-impact decisions to solve complex problems that arise during day-to-day operations.
• Strong interpersonal skills with the ability to influence stakeholders and manage relationships in sensitive situations.
• Ability to support an evolving team, adapting to changing staffing models and future needs.
• Experience in a sales, customer success, or service delivery environment, with comfort managing to sales KPIs and service quality metrics.

Must Have

• 1-2 years of sales leadership experience with a track record of successful representatives.
• Can commit to being in office (Richardson, TX) M-F with the ability to close 3-5 days of the week.
• High-impact decision making skills.

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: $97,000.00 plus tier-based commission. 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.