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Uvod

Position Overview: We are seeking a Director, Customer Value Squad, a critical role that will focus on leading a team of technical experts to resolve high-priority, complex customer issues for Apptio. This leader will bring both deep technical expertise in Apptio products and exceptional leadership skills to manage and prioritize critical work, ensuring that customer escalations are handled swiftly and effectively. The Director, Customer Value Squad will also serve as a liaison between the technical team and executive leadership, communicating clearly and concisely to ensure alignment on key priorities. This position will manage and mentor a team of two technical specialists while working cross-functionally with Customer Success, Support, Sales, and Product teams.

About the Customer Value Squad: The Customer Value Squad is a highly specialized team dedicated to resolving critical customer escalations with speed and precision. As the Director, Customer Value Squad, you will guide this team, working closely with internal stakeholders to ensure alignment and swift resolution. This role is ideal for a seasoned technical leader who thrives in a fast-paced, dynamic environment, enjoys solving complex problems, and contributes to the long-term success of the business.

The squad brings significant benefits to the Apptio business, including:

  • Improved Customer Satisfaction: Playing a key role in resolving high-priority issues to drive customer retention and enhance satisfaction.
  • Reduced Churn: Leading efforts to identify and resolve churn risks, ensuring at-risk customers remain engaged and successful.
  • Operational Efficiency: Streamlining the escalation process for timely issue resolution, enabling other teams to focus on proactive engagement.
  • Increased Revenue: Directly contributing to increased revenue by improving customer retention and lifetime value.
  • Scalability & Process Improvement: Driving process standardization and creating repeatable solutions that can scale as the business grows, ensuring continued success as the customer base expands.
Vaša vloga in odgovornosti
  • Escalation Management & Resolution:
    Lead the resolution of high-priority customer escalations that require specialized technical knowledge, ensuring that critical issues are addressed quickly and effectively. Provide guidance to your team on best practices for managing complex customer problems.
  • Leadership & Team Management:
    Manage, mentor, and develop a team of two technical specialists. Provide direction, prioritize workloads, and ensure team members’ time and priorities are aligned with customer needs and company objectives. Foster a collaborative, high-performance environment within your team.
  • Strategic Communication with Executives:
    Act as the primary point of contact between the Customer Value Squad and executive leadership. Regularly update senior leaders on the status of critical escalations, potential churn risks, and progress on resolutions. Ensure that messaging is clear, concise, aligned with organizational priorities, and action oriented.
  • Prioritization & Workload Management:
    Work closely with the technical team to prioritize escalations based on business impact, ensuring the most critical issues are resolved first. Balance strategic priorities with immediate customer needs, maintaining a focus on long-term success while addressing urgent issues.
  • Cross-Functional Collaboration:
    Collaborate closely with internal teams (Sales, CS, Support, P&E) to drive alignment and quick resolution of escalations. Lead cross-functional efforts to deploy solutions, ensuring smooth communication and coordination across departments.
  • Technical Leadership & Expertise:
    Provide expert-level guidance and technical leadership on complex customer issues, particularly in resolving product-related technical challenges. Help shape best practices for handling escalations, ensuring your team has the tools and knowledge to effectively manage issues.
  • Churn Risk Management:
    Proactively identify and address potential churn risks by developing strategies to retain at-risk customers. Work with customer success teams to implement these strategies and reduce customer attrition.
  • Standardization of Processes & Save Plays:
    Lead the development and implementation of standardized processes for escalations and save plays. Ensure that your team follows these processes consistently to improve response times and outcomes for customers.
  • Continuous Improvement:
    Identify opportunities to improve the escalation management process and the effectiveness of the Customer Value Squad. Lead initiatives to streamline workflows, improve communication, and reduce inefficiencies across the team and the broader organization.


Leaders are expected to spend time with their teams and clients and therefore, are generally expected to be in the workplace a minimum of three days a week subject to business needs.

Zahtevana izobrazba
Srednješolska diploma/GED
Zaželena izobrazba
Diploma prve stopnje
Zahtevano strokovno in tehnično znanje
  • Leadership Experience:
    8+ years of experience in technical leadership roles, with a proven track record of managing technical teams, solving complex customer problems, and influencing executive decisions.
  • Technical Expertise:
    In-depth knowledge of Apptio products and services, with a strong background in addressing complex technical challenges and leading resolution efforts in a high-pressure environment.
  • Executive Communication:
    Strong communication skills, with the ability to effectively communicate technical concepts to non-technical executive stakeholders. Comfortable presenting status updates and strategic insights to senior leadership.
  • Team Management & Development:
    Experience managing and developing small teams, with a focus on mentorship, performance management, and fostering a collaborative, high-performance culture.
  • Problem-Solving & Strategic Thinking:
    Ability to think critically and strategically about customer issues and prioritize solutions based on business impact. Skilled at balancing immediate customer needs with long-term company objectives.
Zaželeno strokovno in tehnično znanje
  • Collaboration & Cross-Functional Work:
    Proven ability to work cross-functionally with Sales, Support, P&E, and other teams to achieve results. Able to lead efforts that require coordination across multiple departments and stakeholders.
  • Customer-Centric Mindset:
    A strong focus on delivering customer value and understanding the impact of customer success on the business. Proven track record of improving customer satisfaction and reducing churn through proactive engagement and technical

O poslovni enoti

Programska oprema IBM oskrbuje osnovne poslovne operacije z inteligenco – od strojnega učenja do generativne umetne inteligence, kar pomaga organizacijam, da so odzivnejše, produktivnejše in odpornejše. IBM-ova programska oprema pomaga naročnikom, da umetno inteligenco začnejo uporabljati takoj, da ustvarijo resnično vrednost z zaupanjem, hitrostjo in samozavestjo na področju digitalnega dela, avtomatizacije IT, posodobitve aplikacij, varnosti in trajnosti. Ključnega pomena pri tem je zmožnost uporabe vseh podatkov, saj je umetna inteligenca tako dobra, kot so dobri podatki, ki jo podpirajo. V večini organizacij so podatki razpršeni v več oblakih, v prostorih, zasebnih podatkovnih centrih in na robu. IBM-ova platforma za umetno inteligenco in podatke razširja in pospešuje vpliv umetne inteligence z zaupanja vrednimi podatki ter zagotavlja vodilne zmogljivosti za usposabljanje, prilagajanje in razmestitev umetne inteligence v podjetjih. IBM-ova platforma hibridnega oblaka je eden najbolj celovitih in doslednih pristopov k razvoju, varnosti in delovanju v hibridnih okoljih – prilagodljiva podlaga za izkoriščanje podatkov, kjerkoli se nahajajo, za razširitev umetne inteligence globoko v poslovanje.

Življenje v IBM-u

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

O IBM-u

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Podrobnosti o drugem ustreznem delovnem mestu

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

  • Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
  • Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
  • Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
  • Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
  • Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences


We consider qualified applicants with criminal histories, consistent with applicable law.


This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.