Getting it Done Right, Fast, and Without Compromise.”

This is what our clients say about us, because it’s how we run our business. Gone are the days of silos, winging it on your own and leaving remote employees feeling disconnected and under-appreciated. The leadership team at Appian is committed to ensuring we all succeed. We build our momentum with healthy competition, learn with gameplay, and sell with commitment, confidence and strength of position in the market.

Appian is looking for a Strategic & hands-on Vice President of Customer Success to manage our EMEA & APAC Customer Success organization and provide full life-cycle (pre-sales and post-sales) ownership over numerous accounts (small, medium, and large) and lead our growing business. As a senior leader within Appian's Customer Success organization, you will be responsible for customer success through the delivery of projects and programs utilizing Appian's cutting edge Low-code Automation 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 business and financial plans, and cultivate new business within new and existing customers. You’ll work directly with key project and executive stakeholders throughout the entire project and software life-cycle to ensure customer success and adoption.

About You:

  • You’re have at least a BS in Computer Science, Information Technology, Business or related field/degree in addition to 10+ years of relevant experience
  • You have prior leadership experience in technology consulting across a distributed team (ideally in BPM/Workflow, Automation, ERP, CRM, Data Integration Architecture or EAI)
  • You have experience building and leading a world class team of technology consulting and customer success professionals and leaders across multiple countries 
  • You have a full understanding of professional services and customer success engagements and business models with 5+ years leading an international team of 75+ CS/consulting professionals
  • You are a strong collaborator and communicator, able to positively work across the organization and a growing customer base to build alignment and implement business objectives 
  • You have extensive experience executing business and commercial strategies, including P&L, utilization, cost, and margin management, pricing and negotiating of contracts, and overall portfolio business management
  • You have experience supporting pre-sales activities with an ability to build strong customer relationships, quickly understand processes and develop technical solutions to support client business strategy
  • You are completely focused on Customer Success, and understand the importance of it within a subscription software business model
  • You have experience with configuration, deployment, and testing of enterprise software applications
  • You have experience with problem identification and Business Value Analysis and leading customers towards measurable ROI
  • You have 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
  • You have extensive experience with Agile project management at scale

 

How you’ll contribute:

  • Collaborate with leaders and members of the team to develop and lead overall regional strategies and business operations for Customer Success and Professional Services
  • Lead and manage a team of world class technology consultants and leaders in Appian across multiple countries and sub-regions in EMEA and APAC
  • Build and grow outstanding customer relationships built on trust, collaboration, and delivery excellence
  • Devise and execute account strategy including nurturing projects from inception to launch while collaborating with stakeholders and establishing realistic development guidelines
  • Negotiate and manage contracts; oversee financial results for these contracts and the regions overall
  • Cultivate new business with new and existing 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

What’s exciting about this role:

  • You will be asked to intimately understand your client’s business, identify problems which are key to their growth, identify how Appian can solve these problems, and, ultimately solve the problems with our platform
  • You get to make real change to the core of the clients business
  • You will recruit, coach build and mentor individuals and teams to deliver great results through your teams
  • Appian is a high growth environment across the globe and you will be a key contributor to leading this growth in the region

 

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