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Appian // business process management
London, United Kingdom    Posted: Wednesday, September 01, 2021
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EMEA TDM Role Description

As an Appian Technical Delivery Manager, I am accountable for the rapid & high quality delivery of successful customer outcomes using the Appian platform. I build trustful & candid relationships with the people I work with to achieve this success & my effort is focused in three areas:

Delivery Excellence

Agree & define what a successful customer outcome looks like for each account & implementation, considering both the measurable client objectives & Appians mission, & then successfully deliver on that outcome, meeting expectations & contributing to increasing NRR.
Driving a constant focus on production deployments & operational go-lives, through mitigation of risks & dependencies & regular, incremental releases & across multiple accounts
Accountable for the solution design, delivery, quality & deployment & for effective delegation of team responsibilities
Managing customer stakeholder expectations & keeping focus on the outcome, with clear, concise & regular communication, resulting in high customer satisfaction & fantastic feedback & sentiment
Act & be recognised as a trusted advisor to senior customer stakeholders, building & maintaining key relationships
Coach delivery teams to continually adhere to & improving Scrum delivery best practices, without lapsing, & educating client teams & stakeholders on the same
Regular alignment with the customer on scope & deliverables to meet the project timelines, managing scope to avoid delays & elongation of delivery without production release increments
Leveraging Appian product & resource expertise in providing optimal solutions to customers
Working with delivery partners to define the best engagement model to achieve successful customer outcomes
Own & maintain timely & accurate financial reporting & budget management for projects & resources
Collaborating with Appian Sales, Marketing, Engineering, Product Management, Product Support & other project delivery teams to ensure successful customer outcomes

Sales & Business Development

Share successful customer stories to a wide internal audience
Support the Sales organisation in closing new business & radiation within the EMEA region, understanding & contributing to bid & account strategy & goals, being responsive
Understanding customers strategic & business plans & how Appian can add value
Engage in sales activities such as scoping & sizing projects, responding & contributing to RfXs & bids, negotiating & managing the commercial aspects of proposals, preparing Statements of Work, advising on project approaches, & presentation of the Customer Success Services offerings
Master the positioning of Customer Success Services, selling a team or a service - not an individual
Maintaining data to support reporting pipeline & revenue forecasts as well as staffing projections & planning
Master & promote the value proposition of the Appian platform
Ensure a seamless transition from Sales to Customer Success through effective & collaborative working with the Sales organisation


Demonstrate & promote the Appian culture, values & spirit, both internally & externally. Celebrate success, recognise achievements, innovate & create change.
Provide effective servant leadership & inspiration to the wider team
Contribute to the continuous improvement of the global Customer Success team through behaviours, processes & tooling
Providing a duty of care, mentorship, feedback & career management to a team of consultants within a safe environment.
Support direct reports (Principal Consultants, Senior Consultants, Consultants & Associate Consultants) in reaching their potential
Assist with recruiting efforts for the region
Contribute to Appians Customer Success EMEA Management team

About Us:

Appian helps organizations build apps & workflows rapidly, with a low-code automation platform. Combining people, technologies, & data in a single workflow, Appian can help companies maximize their resources & improve business results. Many of the worlds largest organizations use Appian applications to improve customer experience, achieve operational excellence, & simplify global risk management & compliance. Our employees create opportunities to drive hands-on impact both with our customers & throughout the organization, which creates an environment where meaningful work is met with career growth & opportunity. As a result, we are proud to have been recognized as a Washington Post Top Workplace for seven consecutive years. Simply put, we are changing the way businesses operate & our employees are to thank for Appians success.

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, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Further, Appian will not discriminate against applicants for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their coworker, Pay Transparency Nondiscrimination.  

If you need a reasonable accommodation for any part of the employment process, please contact us by email at & let us know the nature of your request & your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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