Program Manager (DoD)
Program Manager (DoD)
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Job Description
Here at Appian our core values of Respect Work to Impact Ambition and Constructive Dissent & Resolution define who we 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.
Appian is seeking a strategic and customer-focused Program Manager to lead key initiatives that strengthen the Public Sector customer this role youll design and execute programs that support onboarding adoption value realization and renewal - ensuring mission-critical outcomes for government clients.
The ideal candidate will be a strategic thinker with a passion for customer advocacy and a proven track record of developing and executing successful customer-centric programs. This individual will work cross-functionally with sales product marketing and support teams to create a seamless and impactful customer journey.
This role is based at our HQ in McLean VA. While working in-person with customers is our top priority we also believe that being in the office fosters the in-person collaboration that Appian was built on. Its a key driver of our mission to be the best - enabling shared ideas stronger teamwork and more opportunities to connect and celebrate working with the exceptional people across Appian. Employees hired for this position are expected to be in the office 5 days a week unless on a customer site to support this culture and help us continue to thrive.
As a Program Manager you will:
- Design implement and optimize a portfolio of customer success programs encompassing onboarding adoption value realization and renewal.
- Lead and manage large-scale cross-functional projects from initiation through to completion ensuring they are delivered on time within scope and meet strategic objectives.
- Develop and manage a strategic roadmap of customer success initiatives that align with overarching company goals and customer needs.
- Serve as the voice of the customer within the organization gathering and analyzing feedback to inform program development and product enhancements.
- Establish monitor and report on key performance indicators (KPIs) for customer success programs including but not limited to customer health scores Net Promoter Score (NPS) churn rates and renewal rates.
- Collaborate closely with cross-functional leaders to ensure a cohesive and unified customer experience across all touchpoints.
- Develop and maintain strong relationships with key customer stakeholders acting as a trusted advisor and strategic partner.
- Identify and mitigate risks to customer success proactively developing and implementing strategies to address challenges.
- Champion a customer-centric culture throughout the organization.
Basic Qualifications:
- Bachelors degree in a relevant field.
- A minimum of 10 years of experience in program management customer success or a related field within a B2B SaaS or technology company.
- Proven ability to develop and execute complex programs and large-scale projects with measurable results.
- Strong analytical skills with the ability to translate data into actionable insights.
- Excellent communication presentation and interpersonal skills with the ability to engage and influence stakeholders at all levels.
- Proficiency with CRM software (e.g. Salesforce) and customer success platforms (e.g. Gainsight Totango).
Tools and Resources
- Training and Development: During onboarding we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian with dedicated mentorship and the First-Friend 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 employee-led 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 AI-Powered 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
Follow Appian:LinkedIn.
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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Required Experience:
Manager
Employment Type
Full Time
