Customer Marketing Manager

Appian is a software company that automates business processes. The Appian AI 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 operations—resulting in better growth and superior customer experiences.

We are looking for a Customer Marketing Manager to join a dynamic team that focuses on delivering bar raising customer marketing. You will own and execute the NAM marketing strategies and programs that focus on celebrating customers through advocacy, loyalty, and engagement. Working closely with account teams and the field, industry, and content marketing teams, you are self directed, have experience delivering results in ambiguous environments, and will amplify customer success broadly, as well as build and drive engagement with our loyal customers. The Appian Customer Marketing team is responsible for telling the story of how the world’s fastest-growing organizations use Appian for process automation. We have a unique structure for telling stories, Appian Studio. Our mission is to deliver an entirely different kind of story - one that is relatable, moving and gratifying.  

To be successful in this role, you will:

• Amplify the customer voice (North American customers) through strategic storytelling - video, case studies, quotes, event speakers, analyst and media engagements, and peer reviews. 

• Develop a pipeline of high potential North American advocacy opportunities. Financial Services and the Public sector are important targets. 

• Ideate on how clients and their stories can be involved in key marketing plays and activities. Must be able to look at the customer from a 360 degree view and prioritize key activities based on Appian’s strategic vision.

• Maintain a deep knowledge of our customer use cases and their business impact; serve as a resource for peers across the organization. 

• Secure customer speakers for key events including Appian’s flagship event ‘Appian World’ and support the development of engaging presentations.

• Further develop the Customer Appreciation Program, continually developing new customer advocate relationships and identifying valuable opportunities for advocates to engage.

• Support strategic account strategies through champion enablement, strong customer relationships, and customer events, working in close collaboration with the field marketing and executive engagement teams. 

• Contribute to the overall marketing campaign strategy, across various channels and milestones, with creative content and customer proof points. 

• Help to manage internal change of all Appian team members to think advocacy first and to the values of Appian Studio. This will include close working with the Appian Sales enablement team. 

Qualifications:

• 5+ years of experience in B2B customer marketing and advocacy.

• Proven success as a communicator, writer, and content creator.

• Experience building customer relationships and capturing their success stories in video and written format. 

• Proven ability to drive results in a fast-moving team in a rapidly growing company.

• Excellent written communication and storytelling skills; strong facilitation and presentations skills. 

• Collaborative work style and can earn trust with senior leaders. 

• Works well under pressure.

• Time management and prioritization skills are essential to be successful in this role.

• Self-starter with a proven ability to multitask, prioritize, and work with all levels and departments within an organization.

• Ability to travel to customer meetings or events as needed - approximately 20% travel

• Bachelor’s Degree