Job Description

Director, Customer Success

Here at Appian, our core values of Respect, Work to Impact, Ambition, and Constructive Dissent & Resolution define who we are. In short, this means we constantly seek to understand the best for our customers, we go beyond completion in our work, we strive for excellence with intensity, and we embrace candid communication. These values guide our actions and shape our culture every day. When you join Appian, you'll be part of a passionate team that's dedicated to accomplishing hard things.

Are you looking to combine your passion for technology with your penchant for strategic problem solving? Appian Customer success is obsessed with great customer outcomes. We deliver mission-critical business impact fast, and are directly responsible for partnering with our customers to bring their best ideas to life.

As a leader within Appian's Customer Success organization, you will be responsible for the leadership of a portfolio of Customer Accounts, driving growth and delivery success of programs utilizing Appian's cutting edge software technology.

Your focus will be to devise and execute account strategy, identify and solve meaningful business problems for clients using Appian's software, negotiate contracts, manage regional finance plans across a portfolio of customer accounts and cultivate new business within existing customers, driving growth within your portfolio. You'll work directly with key project and executive stakeholders throughout the entire project life-cycle to ensure client satisfaction and adoption and lead and work closely with a team of Appian colleagues including a close partnership with the sales team.

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.

To be successful in this role:

• You have a deep understanding of information technology systems, networks, applications, and infrastructure. Familiar with current and emerging technologies, and have the ability to evaluate their potential impact on the organization.
• You have the ability to inspire and motivate teams. Set clear goals, provide direction, and communicate effectively with both technical and non-technical stakeholders.
• You have the ability to think strategically and develop long-term plans that align with the organization's goals. This involves analyzing data, identifying trends, and anticipating future needs.
• You are responsible for managing budgets and ensuring that IT initiatives are cost-effective. You need to have a solid understanding of financial management principles, including budgeting, forecasting, and cost analysis.
• You have strong project management skills, including the ability to plan, organize, and execute complex IT projects. This involves managing resources, coordinating with stakeholders, and ensuring that projects are completed on time and within budget.
• You can collaborate with other departments and stakeholders to ensure that Appian's IT initiatives align with the overall goals of the company. This involves building strong relationships and working closely with colleagues across the organization.

Basic Qualifications:

• A minimum of a Bachelor's Degree from an accredited university
• Active government Top Secret Clearance or higher
• Prior experience in software consulting within the DoD or Intel government sector, (ideally in a ERP, CRM, BPM/Workflow, Data Integration Architecture or EAI)
• 15+ years of experience managing a portfolio of Agile IT projects in a delivery capacity (within the Federal government)
• Experience with problem identification and Business Value Analysis and leading customers towards measurable ROI
• A proven track record of growing business and winning bids/business proposals
• Experience defining and overseeing the delivery of an integrated technical approach
• Experience executing strategy, managing financial plans, shaping strong delivery proposals and commercial propositions and negotiating contracts
• Experience supporting pre-sales activities with an ability to quickly understand processes and to develop technical solutions to support client business strategy

Tools and Resources

• 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.

About Appian

Appian is a software company that automates business processes. The Appian AI-Powered Process Platform includes everything you need to design, automate, and optimize even the most complex processes, from start to finish. The world's most innovative organizations trust Appian to improve their workflows, unify data, and optimize operationsresulting in better growth and superior customer experiences. For more information, visit appian.com. [Nasdaq: APPN]

Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law. Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process, please contact us by email at ReasonableAccommodations@appian.com. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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