DescriptionThe Senior Product Adoption Specialist for Affordable Housing is a high-impact role dedicated to helping our customers realize the full value of AppFolio's solutions at scale. The Senior Specialist acts as a guide who architects success for customers across the adoption journey. You will ensure new customers successfully navigate early use milestones like their first voucher submissions-while also serving as the premier expert for existing customers facing complex regulatory hurdles. This role serves as the trusted bridge between our product, our largest customers, and state/federal agencies, directly impacting AppFolio's growth in the mixed-portfolio market.
Your Impact- Strategic Adoption: Ensure customers successfully master Affordable Housing tools to realize full product value and drive long-term loyalty.
- Scalable Architecture: Develop high-impact resources such as playbooks and lead webinars that empower the broader team to drive adoption across a high volume of units.
- Internal Consultancy: Act as a key bridge for Product, Sales, and Customer Care teams, providing the voice of the customer to influence software improvements.
- Proactive Intervention: Use segment data to identify trends in unhealthy behavior and design initiatives to prevent systemic issues before they occur.
- SME Support: Serve as the subject matter expert for HAP vouchers, TRACS submissions, LIHTC reporting, Tenant Income Certification, and HUD forms.
- Best Practice Guidance: Lead customers through post-onboarding milestones to ensure certification and subsidy management are set up for long-term success.
Qualifications
- Customer Obsessed: Proactively identifies and implements strategies to enhance the customer experience at scale. Acts as a guide who architects success across the adoption journey, ensuring customers realize full product value and long-term loyalty through expert, proactive insights.
- Raise the Bar: Multiplies the strengths of others by leading by example and fostering a culture of coaching and collaboration. Improves the performance of the whole team by sharing deep domain knowledge and building better internal processes and scalable resources.
- Business Acumen: Understands the mechanics and economics of the Affordable Housing industry. Uses data to identify trends in "unhealthy" customer behavior across the segment and designs proactive initiatives to prevent systemic issues.
- Strategy & Innovation: Acts without being told what to do; brings new ideas to the table with a scalable implementation plan. Develops high-impact adoption resources-such as playbooks and webinars-that empower the broader team to drive adoption across a high volume of units.
- Consultative Communication: Speaks and writes articulately in a variety of settings, with an intuitive ability to adjust messages for various audiences. Acts as a "trusted bridge" between our customers and internal teams, translating complex regulatory requirements into clear, actionable feedback for Product and Engineering.
- Security & Compliance: Sharp, capable, and agile; deals with complex federal and state requirements comfortably. Simplifies intricate HUD/LIHTC regulations into clear, actionable workflows that make compliance feel effortless for our customers.
Must Have
- 5+ years of experience in Affordable Housing compliance (HUD and LIHTC).
- Advanced knowledge of TRACS, voucher submissions, and state-specific LIHTC reporting.
- Proven ability to manage a high volume of units/tasks while maintaining a focus on long-term adoption goals.
- Exceptional ability to explain complex regulatory requirements to both executive-level customers and internal stakeholders.
- A "multiplier" mentality-someone who improves the performance of the whole team by sharing knowledge and building better processes.
- Experience partnering cross-functionally with Product and Engineering to influence product improvements based on customer needs and adoption trends
- Able to communicate clearly and concisely with team, manager, and customers via phone, chat, and email.
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: $85,000 [base pay]. 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. 
