Customer Success Manager

Here at Appian our core values of Respect Work to Impact Ambition and Constructive Dissent & Resolution define who we are. In short this means we constantly seek to understand the best for our customers we go beyond completion in our work we strive for excellence with intensity and we embrace candid communication. These values guide our actions and shape our culture every day. When you join Appian youll be part of a passionate team thats dedicated to accomplishing hard things.

We are seeking a Customer Success Manager to join our team. You will serve as a strategic advisor to empower leading companies across many industries in transforming their businesses through process applications built on Appians software platform with AI robotic automation Data Fabric and other innovative technologies. You will gain a deep understanding of our customers business goals cultivate impactful relationships with stakeholders at different levels positioning yourself as a trusted advisor and catalyst for their success.

Combining your understanding of customer needs your business and technical aptitude and deep expertise you will develop about Appian capabilities you will enable customers to achieve their unique objectives through collaborative engagement with internal and external partners. As a Customer Success Manager your task will be to ensure progress against key customer outcomes identify and mitigate various types of risks to customer success including: business program implementation technical project adoption engagement.

This role is based at our headquarters in McLean Virginia. Appian was built on a culture of inperson collaboration which we believe is a key driver of our mission to be the best. Employees hired for this position are expected to be in the office 5 days a week to foster that culture and ensure we continue to thrive through shared ideas and teamwork. We believe being in the office provides more opportunities to come together and celebrate working with the exceptional people across Appian. Travel will be required as needed (1020% expectation).

What youll do:

• Uncover and shape each customers desired goals translate these objectives into actionable and prioritized plans and then drive execution of these plans with the customer.

• Drive adoption by empowering clients to become more selfsufficient with building and managing Appian applications and solutions.

• Identify opportunities for Appian to reach the clients business goals and articulate business value cases for additional investment in expanding the customers use of Appian.

• Identify and remove any barriers to successful adoption and expansion of the customers use of Appian software.

• Establish yourself as a strategic partner and trusted advisor with key client stakeholders by demonstrating alignment between Appians capabilities and the clients evolving business strategy.

• Monitor account health to ensure customer satisfaction and identify opportunities for impactful intervention.

Youll be successful in this role if you have skills and experience to:

• Develop mastery in your understanding of Appians products with superb technical proficiency and a growth mindset as technology continues to evolve.

• Become an expert in Appians platform program and implementation methodology and best practices many of which are highly technical.

• Uncover opportunities to improve customers use of the Appian platform through improvements to use case planning technical implementation and best practices within their Appian program.

• Persuasively recommend areas of process improvement by aligning the right technology solutions to business value including new and emerging areas of technology such as artificial intelligence (AI).

• Build program roadmaps and develop mutual success plans jointly with the customer and drive toward measurable outcomes.

• Think critically creatively and independently to solve strategic and tactical problems that may be complex ambiguous or intractable with an ability to challenge the customers norms when needed to ensure transformative success for the customer.

• Remain undeterred by setbacks or obstacles working collaboratively with customers to demonstrate grit and put forward determined efforts to reach your goals.

• Constantly look for ways to drive results proactively improve the way we work with our customers and never be satisfied with good enough.

• Effectively collaborate with internal and external partners with empathy and respect including facilitating .

• Demonstrate confidence and comfort when communicating or presenting to a wide range of stakeholders including technical resources technology managers program managers business stakeholders senior executives and Clevel leaders.

• Manage difficult and highstakes conversations that challenge others perspectives tactfully relying on earned reputation as a trusted advisor.

• Provide effective coaching and mentorship to colleagues in a matrixed organization with high standards and minimal direct hierarchies.

• Advocate for agile concepts to drive incremental value while maintaining strategic program objectives.

Required skills and experience:

• Bachelors degree ideally in a technical field.

• Superb consulting skills and proven results working as a trusted advisor to drive business value for customers.

• Superb communicator (written and spoken) to executive level business and technical audiences.

• Excellent organization and project management skills with significant attention to detail.

• Successful track record of persuading partners to forgo the easy approach in favor of the difficult more valuable path.

• Experience with technology implementation consulting success management and/or advisory services ideally for 5 years.

• Experience with building implementing configuring deploying and/or testing of enterprise technology solutions using a software product or platform ideally in Saas/PaaS model (examples include workflow intelligent automation lowcode development BPM CRM ERP EAI RPA ITSM ECM EHR etc.).

• Solid understanding of integrating web services data integration architecture data systems and/or enterprise architecture with the ability to quickly learn and explain how technology drives business value.

• Experience with agile software development practices

• Willingness to travel occasionally up to 2550%

Tools and Resources

• Training and Development: During onboarding we focus on equipping new hires with the skills and knowledge for success through departmentspecific training. Continuous learning is a central focus at Appian with dedicated mentorship and the FirstFriend program being widely utilized resources for new hires.
• Growth Opportunities: Appian provides a diverse array of growth and development opportunities including our leadership program tailored for new and aspiring managers a comprehensive library of specialized department training through Appian University skills based training and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities.
• Community: Well immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employeeled affinity groups. These groups help employees build stronger internal and external networks by planning social educational and outreach activities to connect with Appianites and larger initiatives throughout the company.

About Appian

Appian is a software company that automates business processes. The Appian AIPowered Process Platform includes everything you need to design automate and optimize even the most complex processes from start to finish. The worlds most innovative organizations trust Appian to improve their workflows unify data and optimize operationsresulting in better growth and superior customer experiences. For more information visit . Nasdaq: APPN

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Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal state or local law.

Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process please contact us by email at. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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