Director, Customer Success

Are you looking to combine your passion for technology with your penchant for strategic problem solving? Appian Customer Success is obsessed with great customer outcomes. We deliver mission-critical business impact fast, and are directly responsible for partnering with our customers to bring their best ideas to life.

 

As a leader within Appian's Customer Success organisation, you will be responsible for the leadership of a portfolio of Customer Accounts (specifically focused on Public Sector), driving growth and delivery success of programmes utilising 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. 

To be successful in this role, you will:

• Have an active Security Clearance of at least NV1 and be prepared to undertake further clearances to higher levels

• Build relationships to 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

• Have experience in driving mission critical outcomes within clients related to national security, intelligence or military operations

• Be able to recruit, coach, build, and mentor individuals and teams

• Have a proven track record of growing business and winning bids/business proposals

• Possess strong communication skills, specifically in the verbal and written representation of value propositions and business cases

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

• Possess strong technological understanding and experience of enterprise technology

• 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

• Be 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

 

Basic Qualifications:

• A minimum of a Bachelor's Degree from an accredited university 

• Active government NV1 Clearance or higher

• Prior experience in software consulting within the Defence or Intelligence sectors, (ideally in a ERP, CRM, BPM/Workflow, Data Integration Architecture or EAI)

• 15+ years of experience managing a portfolio of Agile IT projects in a delivery capacity (within the Federal government)

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

• A proven track record of growing business and winning bids/business proposals

• Experience defining and overseeing the delivery of an integrated technical approach 

• 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