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Manager, Application Support Engineering

  • London, United Kingdom
  • Solution Engineering
  • Added

Description

The Appian Solution Engineering team provides technical expertise to our customers around the globe, touching every layer of the Appian platform.  From data analysis to creative problem solving, our Solution Engineers tackle the most challenging technical problems encountered by Appian customers and partners. 

We are looking for a Manager of Premier Support with superb technical account management skills and demonstrated ability to collaborate effectively across departments.  The Manager of Premier Support will be responsible for the delivery of our Premier Support offering to our customers in the EMEA region. 

Responsibilities:

  • Manage and mentor a team of EMEA Premier Support Engineers to ensure high quality and consistent delivery of Premier Support services

  • Manage the onboarding process for new Premier Support customers in EMEA

  • Coordinate Appian’s response, and lead communications, on escalated issues for Premier Support customers

  • Provide ongoing support, professional development and career counseling to team members

  • Ensure that account teams have appropriate visibility and engagement on technical challenges/issues faced by Premier Support customers

  • Support Appian Sales teams with identifying accounts that will benefit from Premier Support and assist in sales cycles where Premier Support is being positioned

  • Contribute to a culture of advanced technical knowledge, customer service excellence and positive customer outcomes


Skills:

  • Bachelor’s degree or similar professional work experience

  • Exceptional communication, customer service and presentation skills

  • Experience working in a technical customer-facing role

  • Proven ability to coach and mentor technical staff

  • Excellent problem solving skills and talent for identifying creative solutions


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.

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