Customer Success Manager - Commercial (Boston)

Appian Corporation•Boston, MA

4h•$125,000 - $250,000•Onsite

About The Position

Appian is seeking a Customer Success Manager to join their team. This role will serve as a strategic advisor to leading companies across various industries, helping them transform their businesses using Appian’s software platform, which incorporates AI, robotic automation, Data Fabric, and other innovative technologies. The Customer Success Manager will develop a deep understanding of customer business goals, cultivate relationships with stakeholders at different levels, and act as a trusted advisor and catalyst for customer success. By combining customer needs, business and technical aptitude, and expertise in Appian capabilities, the role will enable customers to achieve their objectives through collaboration with internal and external partners. Key responsibilities include ensuring progress against customer outcomes and identifying and mitigating risks to customer success, such as business, program, implementation, technical, project, adoption, and engagement risks.

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 (examples include workflow, intelligent automation, BPM, CRM, ERP, EAI, RPA, ITSM, ECM, EHR, etc.).
Solid understanding of integrating web services, data integration architecture, data systems, and/or enterprise architecture, with the ability to quickly learn and explain how technology drives business value.
Experience with agile software development practices
Willingness to travel occasionally, up to 25-50%

Nice To Haves

Develop mastery in your understanding of Appian’s products, with superb technical proficiency and a growth mindset as technology continues to evolve.
Become an expert in Appian’s platform, program, and implementation methodology and best practices, many of which are highly technical.
Uncover opportunities to improve customer’s use of the Appian platform through improvements to use case planning, technical implementation, and best practices within their Appian program.
Persuasively recommend areas of process improvement by aligning the right technology solutions to business value, including new and emerging areas of technology such as artificial intelligence (AI).
Build program roadmaps and develop mutual success plans jointly with the customer and drive toward measurable outcomes.
Think critically, creatively, and independently to solve strategic and tactical problems that may be complex, ambiguous, or intractable, with an ability to challenge the customer’s norms when needed to ensure transformative success for the customer.
Remain undeterred by setbacks or obstacles, working collaboratively with customers to demonstrate “grit” and put forward determined efforts to reach your goals.
Constantly look for ways to drive results proactively, improve the way we work with our customers, and never be satisfied with “good enough.”
Effectively collaborate with internal and external partners with empathy and respect, including facilitating.
Demonstrate confidence and comfort when communicating or presenting to a wide range of stakeholders, including technical resources, technology managers, program managers, business stakeholders, senior executives, and C-level leaders.
Manage difficult and high-stakes conversations that challenge others’ perspectives tactfully, relying on earned reputation as a trusted advisor.
Provide effective coaching and mentorship to colleagues in a matrixed organization with high standards and minimal direct hierarchies.
Advocate for agile concepts to drive incremental value while maintaining strategic program objectives.

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.