Customer Success Manager

The job overview for the Customer Success Manager role at Appian is to advise customers on maximizing the value they get from Appian software. The manager will conduct discovery sessions to understand customer goals and develop tailored plans to guide them towards achieving desired outcomes. They will also monitor progress, identify potential areas of value, remove barriers to adoption, and maintain engagement with key stakeholders. The successful candidate should have strong consulting skills, be a proactive problem solver, and have excellent communication and presentation abilities. They should also have prior experience in software consulting, configuration, deployment, and testing of enterprise software applications, and a good understanding of enterprise architecture principles.

• Perform discovery sessions to understand the customer’s desired outcomes, translate these priorities into actionable plans and then drive execution of these plans with the customer.
• Drive adoption by empowering clients to become self-sufficient with building process applications on their own.
• Identify potential areas of value for Appian within the client’s business and explain the associated value proposition.
• Identify and remove any barriers for successful adoption and expansion of the customer’s use of Appian software.
• Maintain engagement with key client stakeholders in order to monitor account health and ensure alignment with their priorities.
• Comfortably identify drivers of business performance and value creation and can communicate the connection between technology investments and important business outcomes.
• Not an order taker; asks “why” questions and solve the right problems.
• Be a natural problem solver able to quickly get to the root cause of problems and identify the optimal path to a solution.
• Have a proactive posture in looking for ways to have an impact.
• Be an excellent communicator and comfortable presenting to a wide range of stakeholders.
• Able to challenge the perspective of others or manage difficult conversations when necessary.
• Strong proponent of Agile best practices who can drive an agile transformation.
• Have prior experience with software consulting.
• Have prior experience with configuration, deployment, and testing of enterprise software applications.
• Have prior experience coding, building and/or integrating web services, data integration architecture, designing complex solutions, and/or designing databases.
• Have strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers.
• Have a good understanding of enterprise architecture principles and the ability to quickly grasp and distinctly explain technological and business concepts.
• Have experience with agile software development practices.
• Bilingual or Business proficiency.

• Perform discovery sessions to understand the customer’s desired outcomes and develop actionable plans
• Drive adoption of Appian software by empowering clients to become self-sufficient
• Identify potential areas of value for Appian within the client’s business and explain the associated value proposition
• Identify and remove barriers for successful adoption and expansion of Appian software
• Maintain engagement with key client stakeholders to monitor account health and ensure alignment with priorities
• Comfortable identifying drivers of business performance and value creation
• Not an order taker; asks "why" questions and solves the right problems
• Natural problem solver able to quickly get to the root cause of problems and find optimal solutions
• Proactive posture in looking for ways to have an impact
• Excellent communicator comfortable presenting to a wide range of stakeholders
• Able to challenge the perspective of others or manage difficult conversations when necessary
• Strong proponent of Agile best practices
• Bachelor's degree required
• Prior experience with software consulting, configuration, deployment, and testing of enterprise software applications
• Prior experience with coding, building and/or integrating web services, data integration architecture, designing complex solutions, and/or designing databases
• At least a BS in Computer Science or related field/degree in addition to 10+ years of experience
• Strong consulting skills and proven results as a Trusted Advisor
• Good understanding of enterprise architecture principles
• Experience with agile software development practices
• Bilingual or business proficiency preferred

• Competitive salary and compensation package
• Opportunity to work with a passionate and dedicated team
• Chance to make an impact and accomplish challenging tasks
• Guidance and support in maximizing the value of Appian software for customers
• Empowerment to become self-sufficient in building process applications
• Identification of potential areas of value for Appian within client's business
• Removal of barriers for successful adoption and expansion of Appian software
• Regular monitoring of progress and mitigation of risks
• Engagement with key client stakeholders to ensure alignment with priorities
• Opportunity to work with a wide range of stakeholders, from technical resources to senior executives
• Ability to challenge perspectives and manage difficult conversations
• Strong consulting skills and proven results in driving business value for customers
• Understanding of enterprise architecture principles and ability to explain technological and business concepts
• Opportunity to work in a hybrid environment with some remote work flexibility
• Equal opportunity and affirmative action employer
• Consideration for reasonable accommodations on a case-by-case basis