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McLean, Virginia, United States
Onsite
Not Available
Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you’ll be part of a passionate team dedicated to accomplishing hard things, together.
Appian is seeking a strategic, high-impact Program Manager to architect and lead key initiatives that elevate our Public Sector customer experience. In this role, you’ll design and execute enterprise-wide programs that accelerate onboarding, drive product adoption, unlock value realization, and secure renewals—ensuring mission-critical outcomes for our government clients.
The ideal candidate is a visionary customer advocate with a proven track record of scaling customer-centric initiatives in the B2B SaaS space. You will operate as the critical connective tissue between Sales, Product, Marketing, and Support.
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.
Design, implement, and optimize customer success programs for the US Army encompassing onboarding, adoption, value realization, and renewal.
Lead and manage large-scale, cross-functional initiatives from initiation through to completion, ensuring they are delivered on time, within scope and budget, 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.
Lead, mentor, and foster a high-performance culture among Customer Success team members.
Bachelor’s degree in a relevant field.
A minimum of 10+ years of experience in program management that manages delivery of complex technology modernization initiatives within the Army or other relevant federal government agencies. Ideal candidates will have a PMP or PgMP certification and agile certifications (Certified Scrum Master, SAFe Agilist, etc.).
Proven ability to develop and execute complex programs and large-scale projects with measurable results and managing over 50 resources and over $13M in annual services revenue.
Strong analytical skills with the ability to translate data into actionable insights.
Excellent communication, presentation, and interpersonal skills, with the ability to engage and influence stakeholders at all levels. The ideal candidate will have experience and relationships with clients within the Army.
Proficiency with Appian, other modern platform technologies (e.g., Salesforce, ServiceNow, Palantir) and/or custom application development.
Experience leading technology modernization leverage agile methodologies and AI enabled code generation approaches.
US Citizenship with an ability to hold a US government clearance.
Willingness to travel to client locations, as required.
The base salary range provided represents a good faith and reasonable estimate of the range at the time of posting. In addition to the base salary, this position is eligible for a government clearance differential. Actual compensation will be dependent on a number of factors including, but not limited to, the candidate’s relevant work experience, qualifications, internal peer equity, and market and business conditions that exist when extending an offer. A discretionary bonus may be awarded in recognition of individual and company performance.
In addition, Appian provides generous benefits offerings that include a 401(k) plan with company match, flexible time off, paid parental leave, medical, dental, and vision plans, life insurance, disability insurance, wellness programs, flexible spending accounts, health savings account contributions, an employee referral bonus program, and learning and development resources. Certain positions may be eligible for equity awards.
Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation, commission, bonus, or benefit plans.
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Benefits
Appian offers a comprehensive benefits package designed to support your health, wellbeing, and financial future. Benefits may include health coverage, Employee Assistance Program (EAP) with free mental health support, life and disability insurance, an Employee Stock Purchase Program (ESPP), a retirement/pension plan, wellness dollars, tuition reimbursement, family-forming benefits and more. Benefits vary by country—please ask your Talent Acquisition contact for details specific to the location you are applying to.
About Appian
Appian provides AI automation for the most important business processes at the world’s largest organizations. Our platform is known for its unique power, reliability, and scale. We’ve been automating processes for more than 25 years and have proven expertise in enterprise operations. For more information, visit appian.com.
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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.
