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Appian // business process management
Milan, Italy    Posted: Tuesday, March 30, 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
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