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Appian · 1 day ago

Customer Success Manager - Public Sector (Denver)

Denver, CO

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Appian is a software company that automates business processes. They are seeking a Customer Success Manager to serve as a strategic advisor, empowering companies to transform their businesses through process applications built on Appian’s software platform.

Business Process Automation (BPA)Data ManagementDeveloper ToolsEnterprise SoftwareInsurTechRobotic Process Automation (RPA)Software

Comp. & Benefits

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

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

Qualification

Appian platform expertiseConsulting skillsTechnology implementationAgile practicesProject managementCommunication skillsProblem-solvingCollaborationMentorship

Required

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, low-code development, 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%