Manager, Content and Help Details

Manager, Content and Help

AppFolio - Santa Barbara, CA

Employment Type : Full-Time

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:

The Manager, Content and Help will oversee strategic programs influenced by customer insights and internal data, to enable more segmented, personalized, and optimized approaches to information in order to create market-leading customer experiences. This position will focus on driving down case volume by supporting customer adoption, usage by developing and implementing strategic content and self help programs.

This position will have a hands-on role in the creation, implementation, management, and evaluation of content and self-help programs. Programs currently include AppFolio’s HelpCenter website, Learning Portal and Solvvy (APMs automated self-help tool). Appfolio has opportunities to expand on our current programs and develop strategies for deployment in the APM product.

The ideal candidate has experience in technical content architecture strategy, driving optimal program performance and KPIs, and is an experienced and detailed project and people manager.

This role is located in Santa Barbara. This role works closely with the Client Services department, Product teams, and creative & business systems services to collaborate on, develop and execute content and self-help programs.

Must-Haves

• BA/BS degree or equivalent work experience
• 5+ years of experience in customer service, help & training, or related role
• 3+ years of team management
• Relentlessly high standards and an eye for detail
• Exceptional project management and written/oral communication skills
• Passion for technology and learning technology
• Experience with SalesForce Experience Cloud (preferred)
• Experience producing and delivering impactful video content is ideal
• Experience working within SaaS, fintech preferred

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.