Job Abstract

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.

This role demands someone with comfort in both business and finance and an interest in translating between the two. We are looking for someone who is analytical and has an extremely high level of attention to detail. There is a huge opportunity to make a significant impact on the business. If you like to look at things from different angles and come up with great solutions, this is the role for you!

To be successful in this role, you will:

• Lead and manage projects that explore and implement complex methods, processes, tools, systems to improve data reporting, data accuracy, and analysis with a focus on reducing manual time and effort

• Drive up maturity of CS Strategic Operations data structure, consistency, and systems with collaboration with other functions at Appian

• Lead and support efforts to document and execute on key operational processes, procedures, and policies that improve overall business operations for PS

• Lead, support, and coordinate operational, business, and administrative tasks including administration of PS Neighborhoods, PS facility use and strategy, assignment of offices, maintenance of data systems and tools (Projector, PS Google Groups, etc.), timesheet compliance processes & support, etc.

• Work with various leadership members to support and communicate business operations improvements.
  

Basic Qualifications:

• 6-10 years working in a Business Operations role or setting for a Technology or Professional services organization

• Collaborate with Appian’s billing department to ensure the timely and accurate processing of invoicing to our clients

• Perform extensive and detailed planning, reporting, and analysis on key performance metrics for CS; provide recommendations and advisory to supervisor and key stakeholders based on analysis; develop analytical tools in MS Excel or other tools

• Partner with key stakeholders across Customer Success and other areas of the organization to support the financial and operational management and processes of Customer Success projects and business areas

• Lead the development of financial processes and reporting vital to the operation of the Customer Success organization

• Responsible for financial reporting and analysis, revenue and profit forecasting, utilization analysis and business management duties as necessary

• Expected technical proficiencies include but are not limited to Agile/Scrum project management practices, mastery of business intelligence tools like Tableau, and expert Excel / Google Sheets abilities

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

• Growth: Continuous learning opportunities are a key focus for our department. Whether it is companywide 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 the DC area by our Center of Funcellence 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.