Customer Success Manager

We are seeking a Customer Success Manager to join our Customer Success team to support our Federal clients. In this role, you will advise customers on how to maximize the value they get from Appian software. Through planning sessions, you will discover the customer’s business goals and develop a tailored plan to guide them toward achieving their desired outcomes.  As a Customer Success Manager, you will regularly monitor progress against this plan, looking for and mitigating risks. 

What you’ll do:

• Perform discovery sessions to understand the customer’s desired outcomes, translate these priorities into actionable plans and then drive execution of these plans with the customer.

• Drive adoption by empowering clients to become self-sufficient with building process applications on their own.

• Identifying potential areas of value for Appian within the client’s business and explaining the associated value proposition

• Identify and remove any barriers for successful adoption and expansion of the customer’s use of Appian software

• Maintain engagement with key client stakeholders in order to monitor account health and ensure alignment with their priorities

You’ll be successful in this role if you are:

• Comfortable identifying drivers of business performance and value creation and can communicate the connection between technology investments and important business outcomes.

• Not an order taker; asks “why” questions and solve the right problems

• A natural problem solver able to quickly get to the root cause of problems and identify the optimal path to a solution. Your “grit” and determination enables you to find ways past obstacles and setbacks.

• Not content to ‘sit back’, and have a proactive posture in looking for ways to have an impact. 

• An excellent communicator and is comfortable presenting to a wide range of stakeholders, from technical resources to senior executives.

• Able to challenge the perspective of others or manage difficult conversations when necessary.

• Strong proponent of Agile best practices who can drive an agile transformation, can clearly articulate the benefits of Agile over Waterfall, and understands how to avoid the traps (WAgile)

Required skills and experience:

• Bachelor’s degree 

• You have prior experience with software consulting (ideally in a ERP, CRM, BPM/Workflow, Data Integration Architecture or EAI)

• You're well versed in the Federal buying cycle and understand contract vehicles, task orders, and know how to respond to RFP's

• You have prior experience with configuration, deployment, and testing of enterprise software applications within the Federal space

• You have prior experience coding, building and/or integrating web services, data integration architecture, designing complex solutions, and/or designing databases

• You’re well educated, with at least a BS in Computer Science or related field/degree in addition to 10+ years of experience

• Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers

• Good understanding of enterprise architecture principles and the ability to quickly grasp and distinctly explain technological and business concepts.

• Experience with agile software development practices