Director, Success Management - Southern Europe Milano

Director, Success Management - Southern Europe
Milano
Lombardia, Milano

Director, Customer Success

**Brief Description:

**Customer Success Directors drive adoption and customer outcomes leading to retention and growth across a portfolio of customers.

They lead a team of customer success practitioners who advise our customers on how to achieve their desired outcomes with Appian software.

Through regular engagement with key Executive-level stakeholders within the customer, they ensure alignment with the customer's business priorities and identify and lead the resolution to critical blockers to the customer's success.

**Job Competencies:

**Key attributes/skills for the role

- **Business & Quantitative Acumen - Understands key business concepts and drivers of business performance and value creation.

Can communicate the connection between technology projects/investments and important business outcomes.

Comfortable with identifying ways to measure both leading and lagging indicators of desired outcomes, building out performance dashboards.

- **Stakeholder Management, Executive Presence & Advisory Capabilities - Able to communicate effectively with a wide range of stakeholders, from technical resources to senior executives.

Able to challenge the perspective of others or manage difficult conversations when necessary.

Asks good probing and clarifying questions.

Builds trusting, advisory relationships with customers.

- **Proactivity/Bias Towards Action - Not content to 'sit back'.

Proactive posture in looking for ways to have an impact.

Effective at translating important priorities into actionable plans and then driving execution on those plans.

- **Strong Ethic of Service - Takes pride in his/her ability to have a positive impact on others.

Generous of spirit.

- **Problem Solving - Is a natural problem solver.

Able to quickly get to the root cause of problems and identify the optimal path to a solution.

Able to see problems 'in 3D', understanding various facets related to people, process or technology.

Has "grit" and determination that enables them to find ways past obstacles and setbacks.

- **Collaboration, Coordination, Connecting and Influencing - Effective communicator in both written and oral formats.

Ability to influence others without direct reporting authority.

Strong knowledge of the Appian organization and 'who to go to for what'.

Able to identify opportunities for meaningful customer interaction and experience sharing between accounts.

**Responsibilities

- **Understanding Customer Business Goals and Appian's Relevance to them - Directors must understand the customer's business goals and be seen as a strategic partner in delivering these goals, not just a tool provider.

It is the Director's job to measure/monitor that these goals are being met through successful projects, taking corrective action where necessary

- **Developing success strategy and coaching CSMs - Directors are responsible for ensuring that the Customer Success Manager has identified the right success plan and is providing the right advice to the customer.

They should coach CSMs in order to develop the skills of their team.

- **Understanding the Customer Organization and Developing Relationships with Key Stakeholders - Directors, working with AEs, should map the organization and understand how important decisions get made.

They develop awareness and relationships with the most influential people.

- **Identifying and Removing Barriers to Customer Success: Directors are responsible for understanding and attacking the key barriers to a customer's ability to 'thrive' with Appian: these barriers may be technical (e. g.

root causes of major performance problems) process (e. g.

governance maturity) or people (e. g.

customer team skills)

**Required Education & Experience**:

- **Bachelor's degree

- **5-10 years of related experience in the enterprise technology field