Technical Customer Success Manager

6 months ago

Sydney, Australia Appian Corporation Full time

Here at Appian, our core values of Respect, Work to Impact, Ambition, and Constructive Dissent & Resolution define who we are. In short, this means we constantly seek to understand the best for our customers, we go beyond completion in our work, we strive for excellence with intensity, and we embrace candid communication. These values guide our actions and shape our culture every day. When you join Appian, you'll be part of a passionate team that's dedicated to accomplishing hard things.

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. Joining the Customer Success team will provide you with the support and growth you need to strengthen and evolve your skills within the consulting field.

We are seeking a Customer Success Manager to join our Customer Success team. In this role, you will advise customers on how to maximise 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.

**To be successful in this role, you need**:

- To 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
- To identify potential areas of value for Appian within the client's business and explain the associated value proposition
- To identify and remove any barriers for successful adoption and expansion of the customer's use of Appian software
- To maintain engagement with key client stakeholders in order to monitor account health and ensure alignment with their priorities
- To be comfortable identifying drivers of business performance and value creation and can communicate the connection between technology investments and important business outcomes
- To not be an order taker; ask "why" questions and solve the right problems
- To be 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
- To not be content to "sit back", and have a proactive posture in looking for ways to make an impact
- To be an excellent communicator and comfortable presenting to a wide range of stakeholders, from technical resources to senior executives
- To be able to challenge the perspective of others or manage difficult conversations when necessary

**Some of the tools and resources we will equip you with include**:

- **Training**: During your first few weeks of joining Appian, not only will you go through comprehensive onboarding and Appian training, but you will also complete a CS-specific bootcamp to prepare you for your first client project
- **Growth**: Continuous learning opportunities are a key focus for our department. Whether it is company-wide weekly knowledge shares, biweekly continuing education sessions led by fellow CS members, guild participation, or free online trainings, there is always somewhere to turn for technical and professional growth
- **Career**: CS career planning concentrates on three main tracks - technical, focus, and business - and it's up to you to decide where your passions lie. Each employee will be matched with an advisor who will be your go to resource for all career questions and guidance. They can help with anything from questions about promotions to which track is right for you.
- **Culture**: Appian's Customer Success group is quickly expanding but the culture continues to make the department feel like a small community. Monthly social events are planned virtually and in person while our First Year Experience (FYE) group concentrates on creating a smooth transition for all new employees entering the working force for the first time.

**Basic qualifications**:

- Bachelor's degree
- 5-8 years of related experience in the enterprise technology field
- Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers
- Previous experience with hands-on software development or technical consulting preferred
- Good understanding of enterprise architecture principles, and ability to quickly grasp and distinctly explain technological and business concepts
- Experience with agile software development practices
- Willingness to travel

**About Appian**

**Follow Appian**: Twitter, LinkedIn.
- Appian Corporation is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, r

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