Enterprise Platform Advisor (Public Sector)

Appian•McLean, VA

5d•Onsite

About The Position

Appian Customer Success is obsessed with delivering exceptional customer outcomes and high-value business impact. Our Customer Success Management team acts as the primary catalyst for client growth, working in tight alignment with internal and external partners. We build deep, long-term relationships with leading global enterprises to ensure they maximize the value of our AI-Powered Process Automation platform. As a Customer Success Manager, you will serve as a premier strategic advisor to elite organizations. This role is vital right now because companies are rapidly scaling complex automated ecosystems. You will use your business acumen and technical aptitude to help clients unlock the full power of our advanced capabilities - including unified Data Fabric, robotic automation, and generative AI. By proactively mitigating delivery, adoption, and technical risks, you will enable clients to achieve flawless Enterprise-Grade Orchestration. This role is based at our HQ in McLean, VA. 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 4 - 5 days per week to foster that culture, ensure we thrive through shared ideas and teamwork, and maximize opportunities to connect with the exceptional people across Appian. While working in-person with customers is our main priority, we also believe the office environment enables more opportunities to celebrate wins, collaborate effectively, and build strong relationships across teams.

Requirements

Minimum of a Bachelor’s degree from an accredited institution, ideally in a technical or analytical field. (Equivalent experience is not accepted in lieu of a degree).
10+ years of combined experience in technology, enterprise account strategy, or technical consulting.
Proven ability to act as a trusted advisor, guide technical teams, and drive measurable business value for enterprise customers.
Demonstrable understanding of large-scale enterprise platforms, system integration, and how complex software architectures solve business problems.
Strong operational organization, project management skills, and experience with Agile software development practices.
Willingness to travel an average of 20% annually to engage in-person with strategic customers.

Nice To Haves

5+ years of dedicated experience within customer success management, program management, account management, or executive advisory services.
Direct hands-on experience implementing, configuring, deploying, or testing enterprise technology solutions ( SaaS / PaaS ).
Strong foundational understanding of advanced data architecture or enterprise architecture frameworks.

Responsibilities

Govern Account Strategy: Uncover and shape each customer’s business goals, translating them into prioritized, actionable roadmap plans and driving executive execution.
Drive Platform Adoption: Lead customer adoption initiatives by empowering clients to become entirely self-sufficient in building, managing, and scaling Appian applications.
Mitigate Portfolio Risk: Monitor overall account health, proactively addressing business, program, implementation, and technical risks to remove barriers to long-term growth.
Formulate Value Cases: Identify expansion opportunities across your portfolio and articulate clear, data-backed business value cases for additional software investment.
Advise Executive Leadership: Communicate confidently across technical engineering teams, business stakeholders, and C-level executives to align technology with corporate strategy.
Architect Process Improvement: Recommend sophisticated process improvements and technology solutions, including Artificial Intelligence, to drive immense organizational efficiency.