Technical Customer Success Manager

Job Description

Appian is seeking a Technical Customer Success Manager to empower leading companies in transforming their businesses through process applications built on Appian’s software platform. The Customer Success Manager will serve as a strategic advisor, cultivate impactful relationships with stakeholders, and enable customers to achieve their objectives through collaborative engagement.

The role involves ensuring progress against key customer outcomes, identifying and mitigating risks to customer success, and driving adoption of Appian applications.

This role is based at Appian headquarters in McLean, Virginia. Employees hired for this position are expected to be in the office 5 days a week.

What this role involves:

• Uncovering and shaping customer goals and translating them into actionable plans.
• Driving adoption by empowering clients to become self-sufficient.
• Identifying opportunities for Appian to reach client’s business goals.
• Removing barriers to successful adoption and expansion.
• Establishing a strategic partnership with key client stakeholders.
• Monitoring account health to ensure customer satisfaction.

Requirements:

• Bachelor’s degree, ideally in a technical field.
• Superb consulting skills and proven results working as a trusted advisor.
• Superb communication skills (written and spoken) to executive level business and technical audiences.
• Excellent organization and project management skills.
• Experience with technology implementation, consulting, success management, and/or advisory services (5+ years).
• Experience with building, implementing, configuring, deploying, and/or testing of enterprise technology solutions.
• 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 (10-20%).

What Appian offers:

• Training and Development: Department-specific training, mentorship, and the First-Friend program.
• Growth Opportunities: Leadership program, Appian University, skills-based training, and tuition reimbursement.
• Community: Inclusivity through employee-led affinity groups.