Client Services Strategy And Operations Analyst

Description
Hi, We’re AppFolio.
We’re innovators, changemakers, and collaborators. We’re more than just a software company — we’re a cloud-based powerhouse that creates products to make our customers’ lives easier. We’re 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.
To find out more about what AppFolio has to offer, check out appfolioinc.com/careers.
Who we are looking for:
Client Services Strategy and Operations Analyst
The Strategy and Operations Analyst will play a critical role in ensuring Client Services can reliably and efficiently deliver service excellence at scale to our customers by understanding and optimizing resource allocation across the organization.
What You Bring

• Design a cost to serve model for the onboarding, training, and customer care organization so that leaders can understand where to drive additional labor efficiencies.
• Owns reports and dashboards to track business objectives/key results and accurately gauge the success of the business (as it relates to resource management).
• Develop and enhance demand forecasts for the onboarding, training, and customer care organizations so that leaders are enabled to make day-to-day staffing decisions.
• Create and improve headcount capacity models for each functional team within Client Services in order to effectively plan and advocate for the resources needed to deliver on forecasted demand.
• Delivers proactive insights from reports and dashboards that answer key business questions and connect the dots around performance and demand (as it relates to resource management).

Qualifications

• Attention to detail, does not let important details slip through the cracks.
• Evaluates and recommends new tools/technology changes as necessary.
• Ability to manage multiple priorities and timelines effectively.
• Ability to refine and navigate processes for maximum efficiency with high data integrity and a metrics-driven approach.
• Ability to effectively communicate what we are doing and why we are doing it with the intuitive ability to adjust messages for the audience.
• Is a team player and easily gains trust and support of peers. Development and use of collaborative relationships to facilitate the accomplishment of work.
• Ability to distill data down to key information that enables great decision-making. Tells a compelling story using data.

Must have

• Strong SQL and data analysis/visualization skills.
• 3 to 5 years working in a resource manager/analyst role supporting a professional services or customer care organization.
• 5 to 7 years of corporate experience.
• Bachelor’s degree.
• Experience crafting resource analysis from scratch.

Nice to have

• Degree in information systems, statistics, or computer science.
• 2 to 3 years in the SaaS industry.

Compensation & Benefits
The base salary wage that we reasonably expect to pay for this role is: $72,000.00 - 108,000.00.
The actual base salary wage for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.
Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.
Regular full-time employees are eligible for benefits including but not limited to:

• Long-term and short-term disability insurance
• Wellness benefits
• Paid Time Off (PTO)
• 401(k)
• Medical, dental, and vision benefits

Interns / full-time temporary / eligible variable hour employees are eligible for benefits including but not limited to:

• Wellness benefits
• Medical
• 401(k)

Why AppFolio
At AppFolio, we paddle as one. We ride and make waves together, with a relentless focus on building great products for the way our customers work and live today – and tomorrow. AppFolio is a destination organization where careers are made and accelerated. Here, innovation is a team sport.
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 appfolioinc.com/careers.
Why AppFolio
We ride and make waves together, with a relentless focus on building great products for the way our customers work and live today — and tomorrow. AppFolio is a destination organization where careers are made and accelerated. Here, innovation is a team sport.
Paddle as One.
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.