Customer Program Manager Jobs in Virginia

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 and customer-focused Senior Program Manager to lead programs within the US Navy logistics domain. In this role, you'll design and execute programs that deliver modernized logistics capabilities to the US Navy and that support onboarding, adoption, value realization, and renewal - ensuring mission-critical outcomes for government clients.

The ideal candidate will be a strategic thinker with a passion for customer advocacy and a proven track record of developing and executing successful customer-centric programs. The candidate should bring domain specific experience within DoD logistics. This individual will work cross-functionally with sales, product, marketing, and support teams to create a seamless and impactful customer journey.

As a Senior Program Manager, you will:

• Design, implement, and optimize a portfolio of customer success projects encompassing onboarding, adoption, value realization, and renewal.
• Lead opportunity identification, solutioning and sales support activities, inclusive RFI/RFP responses, for both new opportunities and within existing programs or accounts. Works with senior government leadership to influence and negotiate program directions, requirements and associated contracts.
• Lead and manage large-scale, cross-functional programs from initiation through to completion, ensuring they are delivered on time, within scope, 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, gathering and analyzing feedback to inform Appian's product strategy. Deliver Navy logistics specific experience and expertise to inform the approach for modernization and to inform Appian's product vision.
• Drive innovation into program delivery, including the application of AI technologies to accelerate delivery, increase quality and enable the mission stakeholders.
• Establish, monitor, and report on key performance indicators (KPIs), including but not limited to customer health scores, agile delivery metrics and program operations and financials.
• 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.
• Lead, mentor, and foster a high-performance culture among Customer Success team members.

Basic Qualifications:

• Bachelor's degree in a relevant field.
• A minimum of 15+ years of experience in program management that manages delivery of complex technology modernization initiatives within the Department of War 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.
• Demonstrated experience in developing and mentoring personnel.
• 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 Navy logistics space.
• Proficiency with Appian, other modern platform technologies (e.g., Salesforce, ServiceNow, Palantir) and/or custom application development.
• Experience leading technology modernization leveraging 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.

Tools and Resources

Training and Development: During onboarding, we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian, with dedicated mentorship and the First-Friend program being widely utilized resources for new hires.

Growth Opportunities: Appian provides a diverse array of growth and development opportunities, including our leadership program tailored for new and aspiring managers, a comprehensive library of specialized department training through Appian University, skills based training, and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities.

Community: We'll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social, educational, and outreach activities to connect with Appianites and larger initiatives throughout the company.

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 process automation technology. We automate complex processes in large enterprises and governments. Our platform is known for its unique reliability and scale. We've been automating processes for 25 years and understand enterprise operations like no one else. For more information, visit appian.com. [Nasdaq: APPN]

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