Hewlett Packard Enterprise
EscalationManager
Neural analysis suggests this role is
optimal for Expert candidates.
“Escalation Manager at Hewlett Packard Enterprise. Skills: Escalation Management, process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Lead every aspect of Escalation activity for their designated Country / Area.. Own Escalation performance for a designated Country / Area.”
What You'll Achieve.
ensure the escalation or issue at hand is resolved; concludes in an outcome, that suits the business needs of both the customer and HPE; Own Escalation performance for a designated Country / Area; achieve desired outcomes
Industry & Context.
Effective at problem-solving; Skilled in utilizing methodologies for problem management and resolution of escalated issues; Routinely exercises independent judgment to develop methods, techniques and criteria for achieving objectives
Capable of working constructively in a highly pressurized environment, Willing to work after office hours to manage critical customer escalations when necessary, 24x7 availability as required for ‘Out of Hours’ (OOH) coverage (where country laws/working practices allow), Demonstrates the ability to work with and be sensitive to other cultures
What They're Looking For.
Must Have
5 years experience in customer success management
Nice to Have
Additional European language desired (French, German, Italian, Spanish)
What You'll Do.
Lead every aspect of Escalation activity for their designated Country / Area.
Own Escalation performance for a designated Country / Area.
Be a team player and yet
show leadership and be the designated point of contact for the Escalation Process.
ensure that the Escalation Process and associated Tools are adhered to by the broader Support Community.
be required to lead an Escalation outside their designated Country / Area.
Ensure documented Escalation and communication processes are adhered to and duly followed.
Share ‘Best Practice’ among their peers in the GEM community and be required to actively look for and identify pro-active / issue prevention opportunities where these present themselves.
Be actively involved in ensuring there is an awareness and understanding of the Customer Resolution Process and Escalation Processes among the various cross-functional groups within their designated Country / Area.
Identify possible opportunities in the form of sales leads and enter such in the appropriate tool.
Provide leadership and support to the Escalation Team by bringing together the elements needed to ensure the escalation or issue at hand is resolved.
Responsible for all internal and external communications relating to the escalation.
Actively work with all groups
tools and processes to resolve open issues in an efficient and timely manner.
Be responsible for and ensure all aspects of the Escalation ‘Action Plan’ are carried out.
Adhere to escalation tools documentation standards
both within escalation team and to customer contacts.
Support less senior EMs on request and occasion and coach them to grow.
Recognize critical situations requiring more senior Escalation Management support and bring in respective GEM personal to work with them.
How You'll Work.
Team & Collaboration
collaborate and contribute to both their own work group and the wider GEM teams; work with all groups, tools and processes to resolve open issues; work with and be sensitive to other cultures; breadth of influence across multiple organizations within the Business; lead cross-functional teams working in complex or multi-workstream engagements to achieve desired outcomes
Communication Scope
internal and external communications relating to the escalation; Communicating to customer senior staff and senior technical and business leadership level; leading customer technical representatives; Communicating to various levels depending on audience; verbal and written communication skills; excellent presentation skills; Ability to summarize technical content and business context for non-technical executive audience and senior leaders
Process & Methodology
project management (PM) techniques and Tools
Full Job Description
Escalation Manager This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office. **Who We Are:** Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. **Job Description:** The Escalation Manager is the key to a successful escalation solution. This individual will provide leadership and support to the Escalation Team by bringing together the elements needed to ensure the escalation or issue at hand is resolved. He/she is responsible for all internal and external communications relating to the escalation. This shall be done in an efficient manner which concludes in an outcome, that suits the business needs of both the customer and HPE. The Escalation Manager will be an active member of a GEM community based from the HPE Sofia Centre, and as such, shall strive to share and maintain “best in class” practices within the community within both Sofia and across EMEA/WW The Escalation Manager shall demonstrate behaviors in alignment with guiding principles and shall effectively collaborate and contribute to both their own work group and the wider GEM teams. **How you will make your mark:** * Lead every aspect of Escalation activity for their designated Country / Area. * Own Escalation performance for a designated Country / Area. * Be a team player and yet, show leadership and be the desi
Applying for this Escalation Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Workday
- Workday has a multi-step form — save your progress after every section.
- "Apply With LinkedIn" can fail or lose data; manual entry is more reliable.
- Watch for the "Submit for Review" final step — hitting "Save" alone does not submit.
- Job requisition numbers are useful when following up with HR by email.
ANONYMOUS · UNFILTERED
What do employees actually say about Hewlett Packard Enterprise?
Real rants from real employees. Read before you apply.