Executive Liaison

Role summary:

This role is focused on providing bespoke, high-touch, end-to-end support for top quality leads to make connections and meetings with our Account Teams, and then follow through to ensure that the contact has been fully landed for mutual benefit to the customer prospect and Appian.

Role and responsibilities:

• Lead Engagement: Quickly engage priority executive-level leads, including both existing customers and prospects, from our priority segments to set meetings with Appian Account Executives and key experts as needed.
• Lead Sources: These leads are primarily from inbound sources and field marketing events (Appian and 3rd party events, referrals, priority digital channels). Cold calling is not a part of this concierge function.
• Lead Qualification: Qualify and prioritize leads with the theater leaders in Sales and Growth marketing based on their potential value and relevance to our strategic goals, ensuring alignment with the Account Teams’ needs and objectives.
• Collaboration with Account Teams: Work closely with Account Executives and other key team members to understand their requirements and preferences for in-person meetings, tailoring engagement strategies accordingly.
• Customer Contact Engagement: Engage existing executive-level customer contacts, even if they are not currently active with us, to set up in-person meetings with account teams. This supports the acceleration of our expansion program.
• Targeted Outreach: Focus on very targeted executive/C-Suite decision makers at accounts for meeting setup.
• Stakeholder Communication: Serve as a liaison between executive leads and the organization, ensuring clear and effective communication and addressing any questions or concerns in a timely manner.
• Pre-Event Outreach: Provide tailored pre-event outreach to a highly selective list of executive-level guests for major Appian events, ensuring personalized communication and enhanced engagement.
• Event Coordination: Assist in the planning and coordination of executive-level meetings and events, including scheduling, logistics, and follow-up actions to ensure successful outcomes.
• Market Intelligence: Stay informed about industry trends and competitive landscape to provide valuable insights and recommendations for refining engagement strategies and tactics.
• Continuous Improvement: Continuously assess and refine engagement processes to enhance efficiency and effectiveness, incorporating feedback from Account Teams and other stakeholders.

Skills:

• Highly motivated to engage customer leaders to connect to Appian team members
• Bias to action and persuasiveness to get the meetings set
• Ability to handle high volume of activities and switch context with poise
• Proven track record of successfully managing and nurturing high-value leads and clients
• Proficiency in planning and executing executive-level meetings and events, including logistical coordination and follow-up
• Ability to be fully “present” during working hours and fully available for on-camera video meetings, phone calls and email correspondence with speed and agility
• Strong communication skills (written and verbal) and experience working with C-Suite executives
• Excellent judgment in determining prioritization and timing of customer contacts
• Perseverance and dedication to follow through with internal Appian teams to ensure the customer has been fully satisfied.
• In EMEA only:  must possess strong language skills in French, Spanish and/or German in addition to English.

Qualifications:

• 10-15 years experience in an Enterprise Software or Professional Services environment
• Bachelor’s Degree or equivalent professional experience
• Critical thinking, strong problem solving skills and the ability to draw conclusions from data
• Strong verbal and written communication skills, with the ability to connect directly with executive-level customers and prospects including email correspondence, hand-written notes, phone calls, scheduling follow ups, in-person interactions as well as video meetings
• Excellent project and time management skills with the ability to juggle multiple projects and competing tasks/priorities 
• Experience in executing programs that offer a world class customer experience
• Ability to work in a collaborative, fast-paced and results-oriented environment with flexibility and upbeat, positive attitude
• Agile - minded, fast learner, capable of performing a range of marketing tasks that may change as business needs evolve. 
• Willingness to travel 5-10% to major regional customer events and all-hands meetings