AVP, Customer Success
About The Position
The Area Vice President will establish and lead the Program Management Office (PMO) governance framework for the US Public Sector Customer Success portfolio, ensuring mission assurance and customer success while driving growth through delivery excellence. The role will create delivery standards, operating rhythms, and portfolio management practices to support scalable, compliant, high-impact outcomes across defense, intelligence, civilian, and state and local government engagements. Based at Appian’s headquarters in McLean, Virginia, this position is hybrid, with employees expected to work in the office four to five days per week. The role requires close partnership with executives across Customer Success, Sales, and Product, as well as leadership in portfolio financial management, risk governance, reporting, Agile delivery, and continuous improvement.
Requirements
- Bachelor’s degree or higher in Business Administration, Information Systems, Engineering, Public Administration, or a related field.
- 15 or more years of progressive experience in program management, delivery leadership, or consulting within enterprise software or government contracting environments.
- Proven track record establishing and scaling Program Management Offices with comprehensive delivery governance frameworks, operating rhythms, and portfolio management practices.
- Deep knowledge of U.S. public sector contracting, compliance requirements, and procurement processes across federal, state, or local government agencies.
- Demonstrated expertise in financial performance metrics, including forecasting, utilization optimization, margin management, and resource allocation across complex delivery portfolios.
- Strong command of Agile delivery methodologies and their application in enterprise software implementation and government modernization programs.
- Exceptional stakeholder management and executive communication skills, including the ability to influence and align customer executives and internal leadership teams.
- Expert-level capability in risk identification, issue resolution, and governance protocols for mission-critical delivery environments.
Nice To Haves
- Experience delivering enterprise software solutions such as ERP, CRM, BPM, workflow automation, data integration, or enterprise application integration platforms.
- Direct delivery experience in defense, intelligence, civilian agency, or state and local government environments, with knowledge of mission-specific requirements and constraints.
- Applied understanding of enterprise architecture principles, data management practices, and integration patterns in complex government IT landscapes.
- Hands-on experience with AI-Powered Process Automation platforms or similar enterprise orchestration technologies.
Responsibilities
- Architect and operationalize the PMO governance framework, including delivery standards, operating rhythms, and portfolio management practices across US Public Sector engagements.
- Lead financial management and delivery performance optimization, including forecasting accuracy, utilization targets, margin improvement, and resource allocation.
- Partner with executive stakeholders across Customer Success, Sales, and Product to align delivery capacity with pipeline growth, coordinate handoffs, and proactively mitigate risks throughout the customer lifecycle.
- Execute risk and issue management protocols, including early warning systems and resolution frameworks, to protect customer outcomes and maintain compliance with U.S. public sector contracting requirements.
- Drive portfolio-level reporting and business intelligence, providing executive dashboards and insights on capacity planning, customer health, and expansion opportunities.
- Champion Agile delivery methodologies and continuous improvement, coach delivery teams, and embed quality standards to accelerate government customers’ time-to-value.
Benefits
- 401(k) plan with company match
- Flexible time off
- Paid parental leave
- Medical, dental, and vision plans
- Life insurance
- Disability insurance
- Wellness programs and wellness dollars
- Flexible spending accounts
- Health savings account contributions
- Employee referral bonus program
- Learning and development resources, including training, mentorship, and Appian University
- Tuition reimbursement
- Employee Assistance Program with free mental health support
- Employee Stock Purchase Program
- Retirement or pension plan
- Family-forming benefits
- Certain positions may be eligible for equity awards
- Discretionary bonus may be awarded based on individual and company performance
- Government clearance differential
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What This Job Offers
Job Type
Full-time
Career Level
Director
