Sr. Product Adoption Specialist (Affordable Housing)

Senior Product Adoption Specialist – Affordable Housing AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers who set the pace while delivering innovation built to carry real estate into the future. Each experience feels effortless, yet meaningful, empowering customers to take any opportunity and creating extraordinary outcomes for our communities. Responsibilities Strategic Adoption: Ensure customers 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. Raise the Bar: Multiplies the strengths of others by leading by example and fostering a culture of coaching and collaboration. Business Acumen: Understands the mechanics and economics of the Affordable Housing industry; uses data to identify trends in “unhealthy” customer behavior 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. Consultative Communication: Speaks and writes articulately, translating complex regulatory requirements into clear, actionable feedback for Product and Engineering. Security & Compliance: Simplifies intricate HUD/LIHTC regulations into clear, actionable workflows that make compliance feel effortless for 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 focus on long‑term adoption goals. Exceptional ability to explain complex regulatory requirements to 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: $80,000 – $90,000 [base pay]. The actual compensation will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity. Regular full‑time employees are eligible for benefits. Equal Opportunity Statement 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. #J-18808-Ljbffr AppFolio