Customer Success Manager

Appian Corporation • McLean, VA

259d

About The Position

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 Appian’s 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. This role is based at our headquarters in McLean, Virginia. Appian was built on a culture of in-person 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 (10-20% expectation).

Requirements

• Bachelor’s 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.
• Solid understanding of integrating web services, data integration architecture, data systems, and/or enterprise architecture.
• Experience with agile software development practices.
• Willingness to travel occasionally, up to 25-50%.

Responsibilities

• Uncover and shape each customer’s 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 self-sufficient with building and managing Appian applications and solutions.
• Identify opportunities for Appian to reach the client’s business goals and articulate business value cases for additional investment in expanding the customer’s use of Appian.
• Identify and remove any barriers to successful adoption and expansion of the customer’s use of Appian software.
• Establish yourself as a strategic partner and trusted advisor with key client stakeholders by demonstrating alignment between Appian’s capabilities and the client’s evolving business strategy.
• Monitor account health to ensure customer satisfaction and identify opportunities for impactful intervention.

Benefits

• 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.
• Community: Appian fosters inclusivity through our 8 employee-led affinity groups.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees