Are you looking to combine your passion for technology with your penchant for strategic problem solving? Appian Customer success is obsessed with great customer outcomes. We deliver mission-critical business impact fast, and are directly responsible for partnering with our customers to bring their best ideas to life.

As a leader within Appian’s Customer Success organization, you will be responsible for the leadership of a portfolio of Customer Accounts, driving growth and delivery success of programs utilizing Appian’s cutting edge software technology.

Your focus will be to devise and execute account strategy, identify and solve meaningful business problems for clients using Appian’s software, negotiate contracts, manage regional finance plans across a portfolio of customer accounts and cultivate new business within existing customers, driving growth within your portfolio. You’ll work directly with key project and executive stakeholders throughout the entire project life-cycle to ensure client satisfaction and adoption and lead and work closely with a team of Appian colleagues including a close partnership with the sales team. 

To be successful in this role:

• You have a deep understanding of information technology systems, networks, applications, and infrastructure. Familiar with current and emerging technologies, and have the ability to evaluate their potential impact on the organization.
• You have the ability to inspire and motivate teams. Set clear goals, provide direction, and communicate effectively with both technical and non-technical stakeholders.
• You have the ability to think strategically and develop long-term plans that align with the organization’s goals. This involves analyzing data, identifying trends, and anticipating future needs.
• You are responsible for managing budgets and ensuring that IT initiatives are cost-effective. You need to have a solid understanding of financial management principles, including budgeting, forecasting, and cost analysis.
• You have strong project management skills, including the ability to plan, organize, and execute complex IT projects. This involves managing resources, coordinating with stakeholders, and ensuring that projects are completed on time and within budget.
• You can collaborate with other departments and stakeholders to ensure that Appian’s IT initiatives align with the overall goals of the company. This involves building strong relationships and working closely with colleagues across the organization.

Basic Qualifications:

• A minimum of a Bachelor’s Degree from an accredited university 
• Ability to obtain and use a Top Secret Clearance or higher
• 15+ years of experience managing a portfolio of Agile IT projects in a delivery capacity (within the Federal government ) 
• Prior experience with software consulting, (ideally in a ERP, CRM, BPM/Workflow, Data Integration Architecture or EAI)
• Experience with problem identification and Business Value Analysis and leading customers towards measurable ROI
• A proven track record of growing business and winning bids/business proposals
• Experience defining and overseeing the delivery of an integrated technical approach 
• Experience executing strategy, managing financial plans, shaping strong delivery proposals and commercial propositions and negotiating contracts
• Experience supporting pre-sales activities with an ability to quickly understand processes and to develop technical solutions to support client business strategy

Some of the tools and resources we will equip you with include:

• Training: During your first few weeks of joining Appian, not only will you go through comprehensive onboarding and Appian training, but you will also complete a CS specific bootcamp to prepare you for your first client project.
• Growth: Continuous learning opportunities are a key focus for our department. Whether it is companywide weekly knowledge shares, biweekly continuing education sessions led by fellow CS members, guild participation, or free online trainings, there is always somewhere to turn for technical and professional growth.
• Culture:Appian’s customer success group is quickly expanding but the culture continues to make the department feel like a small community. Monthly social events are planned virtually and in the DC area by our Center of Funcellence while our First Year Experience (FYE) group concentrates on creating a smooth transition for all new employees entering the working force for the first time.

About Appian

Before Appian was a company, it was an idea. Not about a product or a market, but about the culture needed to sustain innovation and value. Today, we help businesses build apps and workflows rapidly, with a low-code automation platform. Appian was founded on the belief that talented and passionate people, given the power and autonomy to excel, will deliver amazing impact. We have worked thoughtfully to create an inclusive, agile and collaborative work environment where employees feel challenged, and all voices are heard. We value and encourage cross-departmental collaboration, and actively seek opportunities to better ourselves and others. Creating impact to us means that when we deliver results, we’re focused on lasting positive change. 

Join us.