Helping customers, new and old, to achieve great business outcomes.

• Led the strategic vision and service innovation for Appian delivery services, ensuring alignment with Appian’s mission and operational strategy within the global CS business• Developed and executed the Go-To-Market (GTM) Strategy for Appian Delivery and the Appian guarantee relaunch, driving market penetration and growth• Enhanced delivery innovation through continuous discovery, design and hypothesis testing• Gathered regular insights from field teams to incorporate customer feedback and refine the GTM approach• Drove commercial success and financial growth for the delivery services portfolio• Leadership oversight for high-value programmes, ensuring successful delivery, client satisfaction and account strategy• Acted as a trouble-shooter for in-crisis programmes, resolving critical issues to maintain project continuity• Represented Appian as a public speaker at corporate events, enhancing brand visibility and thought leadership

• Led the Professional Services function managing a headcount of 100, with NRR consistently over 140%• Drove innovations to enhance customer success, including product improvements, customer engagement models and evolving the services partner strategy• Optimised project management and delivery methodology processes, ensuring adherence and efficiency

• Achieved ambitious bookings and revenue targets across the UK and Middle East CS portfolio• Full P&L responsibility for UK “Broad Markets” and the Middle East• Led resource planning, recruitment, HR line management and pastoral care• Supported the GTM team in pre-sales for both services and software, enhancing market penetration• Developed compelling account strategies and envisioned and realised client future states• Customer Success Manager (CSM) responsibility for key accounts in the UK portfolio, ensuring they received maximum value and service from Appian and have a clear growth plan

• Ensured the successful delivery of Appian solutions, meeting client requirements and achieving project objectives• Managed resources for project and programme delivery teams• Oversaw the scrum-based delivery of large digital transformations• Advised client leadership on strategic items such as release and deployment methodologies, change management and compliance• Provided leadership, expertise and programme management support within a scaled agile environment• Planned and managed risks, issues, finances, budgets, status updates and client communications• Escalation and resolution

• Agile project management on major business change projects - frequently using the Appian BPM Suite• Pastoral and resource management of a team of 7, responsible for Business and Systems Analysis, Quality Assurance and Implementation• Business Process Management specialist• Contributor to Information Systems technical and organisational strategy• Product specialist for advertising and publishing systems responsible for changes - upgrades architectural, capacity improvements etc.

• Technical lead in project and change implementations with particular focus on successful transition to live environments• Data migration specialist• SQL scripting specialist• Business and systems analysis based on ISEB principles• Functional Testing for project and change implementations

• Management of development, release and maintenance of the corporate document management system (Opentext Livelink), corporate websites and intranet.• Close working relationship with the Business analysing, developing and documenting workflowsolutions to make business processes more effective and efficient.• Structured analysis and scheduling of RFC’s by means of a Change Advisory Board (CAB),through the development process and on to release.• Analysis of corporate documentation storage, retention and disposition requirements andimplementation of tools to manage these processes.• Project management for review and replacement of corporate web hosting solution.

• Customised scripting and VB 6 application development.• Documentation of all aspects of the role.