Director, Customer Success

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 programmes 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. 

Key attributes/skills for the role

• Intimately understand your client’s business, identify problems which are key to their growth and/or survival, identify how Appian can solve these problems, and, ultimately solve the problems with our platform

• Ability to make real change to the core of the clients business

• Ability to recruit coach build and mentor individuals and teams

• Strong communication skills, specifically verbal and written representation of value propositions and business cases

• Strong commercial acumen and attention to detail, enabling effective forecasting and financial management of a portfolio of customer accounts 

• Strong technology understanding and experience of enterprise technology 

Key responsibilities 

• Devise and execute account strategy including nurturing projects from inception to launch while collaborating with stakeholders and establishing realistic development guidelines

• Negotiate contracts and oversee financial results for a region

• Cultivate new business with existing customers and play a key role in driving sales success with new customers

• Responsible for account success: adoption, services and license growth, marketable stories

• Oversee the delivery of Appian projects at customer accounts within region to ensure deployment matches client executive and business sponsor expectations

• Interface with Appian Sales, Marketing, Engineering, Product Management, and Product Support

 Required Education & Experience:

• Experience in successfully managing and growing technology consulting/services practice

• 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

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

• Well educated, with at least a BS in Computer Science or related field/degree in addition to 15+ years of experience

• Experience with configuration, deployment, and testing of enterprise software applications

• Experience with problem identification and Business Value Analysis and leading customers towards measurable ROI

• Excellent communication skills and keep the lines of communication open by circulating reports that keep stakeholders in the loop on project status and in-sync with the latest development schedule and priorities

• Experience with Agile project delivery, especially at scale