Title: Onboarding Specialist I - Performers Location: Remote - San Francisco, CA Remote - Denver, CO Remote - Atlanta, GA Remote - Chicago, IL Remote - Washington DC, United States Hybrid - Santa Barbara, California Dallas, Texas San Diego, California Department: Onboarding Services 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 Onboarding Specialist will guide new customers through the setup and training of our newest Value Added Service, Realm-X Leasing Performer, ensuring a seamless and successful transition. This role involves project management to coordinate various aspects of the onboarding process, focusing on delivering measurable value to each customer. You will work independently to manage your customer projects, while also building strong relationships with clients to understand their unique needs. A customer-centric approach is crucial, coupled with a detail-oriented mindset to ensure accuracy and completeness. The ability to excel at multitasking and adapt quickly to priorities and challenges is essential for success in our high-volume environment. Your impact - Proactively manage a continuous queue of customers, consistently striving to exceed measurable monthly onboarding targets and deliver high customer satisfaction. - Conduct comprehensive setup and training calls with new customers, defining project deliverables, establishing timelines, and ensuring the timely and successful completion of all assigned projects. - Cultivate and maintain a deep and comprehensive understanding of service product features, functionalities, and upcoming enhancements. - Act as a trusted feature expert, providing proactive guidance and best practices to customers to optimize their product utilization and effectively meet their evolving needs. Qualifications - Exceptional ability to multitask and manage competing priorities in a fast-paced, high-volume environment. - Strong judgment and problem-solving skills - Proven project management skills, including the ability to define deliverables, establish timelines, and ensure timely completion of projects. - Highly adaptable and able to quickly adjust to changing priorities and challenges. - Strong ability to collaborate and build effective relationships with cross-functional partners. - Excellent customer service skills with a friendly and approachable demeanor, focused on building strong customer relationships. - Ability to quickly learn the technical requirements of onboarding features. Must have - BA/BS degree. - 2+ years of experience in customer service, preferably in the SaaS industry. - 1+ years of experience with a CRM (Salesforce is preferred). Location Compensation & Benefits The compensation that we reasonably expect to pay for this role is: $21.30 - $26.10 per hour [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. 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.

• Create a positive first impression with our members by gathering all necessary information to ensure seamless first-time use at their pharmacy or provider’s office. • Be enthusiastic and welcoming in your conversation while explaining the benefits of their membership. • Manage member inquiries via incoming calls, emails, or chats within established turnaround times. • Ensure first attempts to contact new members are made within 24-48 hours from when a file is made active. • Identify and resolve members needs to achieve the ultimate customer experience. • Ability to guide our members through registering for their Member Portal access. • Listen to member or client service problems, determine the root cause of the issue and present options to bring the issue to resolution. • Document all communication and upload appropriate documents to our internal database. • Create and maintain clear and concise documentation of member conversations within the internal database. • Hand off members to Member Care Services team once fully onboarded by providing any special requests or issues to the team.

• Lead customers through onboarding, implementation, training, migration, and go-live phases • Conduct configuration workshops to understand customer workflows and business needs • Translate operational requirements into scalable and stable system configurations • Advise customers on platform best practices and implementation decisions • Deliver structured trainings that enable successful and independent platform adoption • Ensure high-quality implementations before go-live • Support customers during migration and hypercare activities • Collaborate closely with Project Management, Customer Success, Product, and Engineering teams • Document decisions, configurations, and open topics • Independently manage smaller implementation projects end-to-end

• Lead customers through onboarding, implementation, training, migration, and go-live phases • Conduct configuration workshops to understand customer workflows and business needs • Translate operational requirements into scalable and stable system configurations • Advise customers on platform best practices and implementation decisions • Deliver structured trainings that enable successful and independent platform adoption • Ensure high-quality implementations before go-live • Support customers during migration and hypercare activities • Collaborate closely with Project Management, Customer Success, Product, and Engineering teams • Document decisions, configurations, and open topics • Independently manage smaller implementation projects end-to-end