Program Manager (DoD)

Program Manager (DoD)

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.

Appian is seeking a strategic and customer-focused Program Manager to lead key initiatives that strengthen the Public Sector customer experience. In this role, you'll design and execute programs that support onboarding, adoption, value realization, and renewal - ensuring mission-critical outcomes for government clients.

The ideal candidate will be a strategic thinker with a passion for customer advocacy and a proven track record of developing and executing successful customer-centric programs. This individual will work cross-functionally with sales, product, marketing, and support teams to create a seamless and impactful customer journey.

This role is based at our HQ in McLean, VA. While working in-person with customers is our top priority, we also believe that being in the office fosters the in-person collaboration that Appian was built on. It's a key driver of our mission to be the best - enabling shared ideas, stronger teamwork, and more opportunities to connect and celebrate working with the exceptional people across Appian. Employees hired for this position are expected to be in the office 5 days a week, unless on a customer site, to support this culture and help us continue to thrive.

As a Program Manager, you will :

• Design, implement, and optimize a portfolio of customer success programs encompassing onboarding, adoption, value realization, and renewal.
• Lead and manage large-scale, cross-functional projects from initiation through to completion, ensuring they are delivered on time, within scope, and meet strategic objectives.
• Develop and manage a strategic roadmap of customer success initiatives that align with overarching company goals and customer needs.
• Serve as the voice of the customer within the organization, gathering and analyzing feedback to inform program development and product enhancements.
• Establish, monitor, and report on key performance indicators (KPIs) for customer success programs, including but not limited to customer health scores, Net Promoter Score (NPS), churn rates, and renewal rates.
• Collaborate closely with cross-functional leaders to ensure a cohesive and unified customer experience across all touchpoints.
• Develop and maintain strong relationships with key customer stakeholders, acting as a trusted advisor and strategic partner.
• Identify and mitigate risks to customer success, proactively developing and implementing strategies to address challenges.
• Champion a customer-centric culture throughout the organization.

Basic Qualifications :

Tools and Resources

Appian is a software company that automates business processes. The Appian AI-Powered Process Platform includes everything you need to design, automate, and optimize even the most complex processes, from start to finish. The world's most innovative organizations trust Appian to improve their workflows, unify data, and optimize operationsresulting in better growth and superior customer experiences.

Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.

Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process, please contact us by email at ReasonableAccommodations@appian.com. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.