Associate Manager, Concierge

AppFolio•Dallas, TX

6d•Onsite

About The Position

As the Associate Manager for the LiveEasy Concierge (Inside Sales) team, you will serve as a dedicated people leader responsible for owning the performance, development, and day-to-day execution of a growing concierge team. You will act as the primary leadership layer between the frontline team and broader management, driving consistent team execution, managing AI-enabled workflow strategies, and holding a team accountable. This is an impactful opportunity for a leader who can operate with independence and be developed toward greater leadership responsibility over time.

Requirements

2–5 years of experience in a leadership or senior individual contributor role, with a track record of delivering operational excellence and strong customer service.
Demonstrated ability to mentor junior team members, drive individual performance, and foster a positive, productive team culture.
A proven track record of making independent, high-impact decisions to solve complex problems that arise during day-to-day operations.
Strong interpersonal skills with the ability to influence stakeholders and manage relationships in sensitive situations.
Ability to support an evolving team, adapting to changing staffing models and future needs.
Experience in a sales, customer success, or service delivery environment, with comfort managing to sales KPIs and service quality metrics.
1-2 years of sales leadership experience with a track record of successful representatives.
Can commit to being in office (Richardson, TX) M-F with the ability to close 3-5 days of the week.
High-impact decision making skills.

Responsibilities

Own the day-to-day leadership of a dedicated span of about 10-14 inside sales professionals, conducting regular 1:1s, performance reviews, and development conversations while thriving in a highly collaborative, cross-functional environment.
Drive full performance management for your span by setting clear expectations, coaching to close gaps, navigating performance improvement processes, and elevating the collective output of the department.
Coach your team on the concierge sales approach, helping each rep build confidence, consistency, and durable habits that translate to meeting commitments and driving Full Sales Cycle success.
Take ownership of your team’s growth by identifying skills gaps, building development plans, and ensuring every person on your team has the tools, training, and support to progress.
Partner in recruiting new inside sales talent within your span and lead the onboarding process to ensure new hires integrate effectively and ramp to performance quickly.
Own daily operations for your agent span, managing workflows, schedules, coverage, and service quality to ensure the highest standards are maintained consistently, prioritizing urgency and transparency.
Track individual and team KPIs—including conversion rates, call volume, and net-new logo acquisition—to identify trends and take proactive action to close gaps.
Serve as the first point of escalation for sensitive customer or team issues within your span, applying sound judgment and building trust by listening to customer needs.
Maintain consistent execution across your team as the business navigates ongoing change, including BPO/VMO trials, and property manager volume.
Work in close partnership with your Manager to translate strategic direction into daily team performance, collaborating on inside sales operations and AI-enabled workflow strategy.
Partner with multiple departments to streamline processes and ensure seamless service integration, acting as the operational bridge between the inside sales team and the broader organization.
Report on team performance to management and provide operational insights that assist with broader business planning and strategy.