Senior Director, Customer Marketing

We are looking for a strong global leader and world class storyteller. Someone that is deeply passionate about customers, can weave an engaging narrative, and has a compelling vision for building a Customer Marketing function to propel the company through its next stage of growth. As the leader of Customer Marketing you will define and own the marketing strategies and programs that focus on celebrating customers through advocacy, loyalty, and engagement. Working closely across the Marketing, Sales, and Customer Success teams, you will ensure that our customers are woven into the fabric of everything we do.

Responsibilities:
  • Define the vision and strategy for building a world-class Customer Marketing team, and build the team.
  • Amplify the customer voice through strategic storytelling - video, case studies, quotes, webinars, social media, campaigns, research, event speakers, media, reviews, etc.
  • Capture the value and ROI of Appian's customers to be used throughout Marketing activities and the company.
  • Create a strong foundation for Customer Marketing, including the development and ownership of a single source of truth for capturing, consolidating, updating, disseminating, and managing customer rights, assets, and activities.
  • Develop customer ABM strategies through champion enablement, strong customer relationships, campaigns, and customer events, working in close collaboration with Sales, Digital and Demand Generation, and Field and Industry Marketing teams.
  • Oversee a strong customer reference pipeline by liaising with internal departments.
  • Maintain a deep knowledge of our customers' use cases and their business impact, serving as a resource for peers across the organization.
  • Measure and report performance metrics regularly for corresponding programs, and adjust strategies and programs as required.
  • Secure customer speakers and develop engaging presentations for marquee events.
  • Contribute to the overall marketing campaign strategy and content with strong customer proof points across industries and geographies.
  • Manage peer review sites like G2, TrustRadius and others, ensuring that we maintain and improve our leadership ranking.
  • Work in close collaboration with teams across the company, including Sales, Customer Success, Investor Relations, Product Marketing, Industry Marketing, Creative, Digital and Demand Generation, Content Marketing, Analyst Relations, Partner Marketing and more.


Qualifications & Experience:
  • 10+ years of experience in B2B marketing, of which 5+ years were in customer marketing and advocacy.
  • Proven success as a communicator, writer, and with excellent interpersonal skills.
  • Strong passion for serving and understanding customers.
  • Successful track record for building customer relationships, and capturing and telling their stories across all formats.
  • Demonstrated ability to drive results in a fast-moving team in a rapidly growing company.
  • Excellent written communication and storytelling skills; strong facilitation and presenting skills.
  • Time management and prioritization skills are essential to be successful in this role, as demands and projects may take you in different directions each week.
  • Process-oriented, and strong analytic and strategic thinking skills to problem solve and recommend solutions.
  • Self- starter with a proven ability to multitask, prioritize and work with all levels and departments within an organization.
  • Bachelor's Degree, Master's a plus


About Us:

Appian helps organizations build apps and workflows rapidly, with a low-code automation platform. Combining people, technologies, and data in a single workflow, Appian can help companies maximize their resources and improve business results. Many of the world's largest organizations use Appian applications to improve customer experience, achieve operational excellence, and simplify global risk management and compliance. Our employees create opportunities to drive hands-on impact both with our customers and throughout the organization, which creates an environment where meaningful work is met with career growth and 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 and our employees are to thank for Appian's 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 co-worker, Pay Transparency Nondiscrimination .

If you need a reasonable accommodation for any part of the employment process, please contact us by email at ReasonableAccommodations@appian.com and let us know the nature of your request and 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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