Technical Program Manager (Army)

Appian Corporation•McLean, VA

50d•Onsite

About The Position

Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you’ll be part of a passionate team dedicated to accomplishing hard things, together. Appian is seeking a strategic and customer-focused Program Manager to lead key initiatives that strengthen the Public Sector customer experience. In this role, you’ll design and execute programs that support onboarding, adoption, value realization, and renewal - ensuring mission-critical outcomes for government clients. The ideal candidate will be a strategic thinker with a passion for customer advocacy and a proven track record of developing and executing successful customer-centric programs. This individual will work cross-functionally with sales, product, marketing, and support teams to create a seamless and impactful customer journey. This role is based at our HQ in McLean, VA. While working in-person with customers is our top priority, we also believe that being in the office fosters the in-person collaboration that Appian was built on. It’s a key driver of our mission to be the best - enabling shared ideas, stronger teamwork, and more opportunities to connect and celebrate working with the exceptional people across Appian. Employees hired for this position are expected to be in the office 5 days a week, unless on a customer site, to support this culture and help us continue to thrive.

Requirements

Bachelor’s degree in a relevant field.
A minimum of 10+ years of experience in program management, customer success, or a related field within a B2B SaaS or technology company.
Proven ability to develop and execute complex programs and large-scale projects with measurable results.
Strong analytical skills with the ability to translate data into actionable insights.
Excellent communication, presentation, and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
Proficiency with CRM software (e.g., Salesforce) and customer success platforms (e.g., Gainsight, Totango).

Responsibilities

Design, implement, and optimize a portfolio of customer success programs encompassing onboarding, adoption, value realization, and renewal.
Lead and manage large-scale, cross-functional projects from initiation through to completion, ensuring they are delivered on time, within scope, and meet strategic objectives.
Develop and manage a strategic roadmap of customer success initiatives that align with overarching company goals and customer needs.
Serve as the voice of the customer within the organization, gathering and analyzing feedback to inform program development and product enhancements.
Establish, monitor, and report on key performance indicators (KPIs) for customer success programs, including but not limited to customer health scores, Net Promoter Score (NPS), churn rates, and renewal rates.
Collaborate closely with cross-functional leaders to ensure a cohesive and unified customer experience across all touchpoints.
Develop and maintain strong relationships with key customer stakeholders, acting as a trusted advisor and strategic partner.
Identify and mitigate risks to customer success, proactively developing and implementing strategies to address challenges.
Champion a customer-centric culture throughout the organization.

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. This commitment ensures that employees have access to a holistic range of development opportunities.
Community: We’ll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social, educational, and outreach activities to connect with Appianites and larger initiatives throughout the company.

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