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.”
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.; Anticipates risks early and implements mitigation strategies.
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 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.
Lead an Escalation outside their designated Country / Area.
Ensure documented Escalation and communication processes are adhered to and duly followed.
Actively look for and identify pro-active / issue prevention opportunities.
Ensure there is an awareness and understanding of the Customer Resolution Process and Escalation Processes among the various cross-functional groups.
Identify possible opportunities in the form of sales leads and enter such in the appropriate tool.
Work constructively in a highly pressurized environment.
Work after office hours to manage critical customer escalations when necessary.
24x7 availability as required for ‘Out of Hours’ (OOH) coverage.
techniques and criteria for achieving objectives.
Manage complex escalations.
Increase the competence of the work group.
Communicate possible process changes that will remedy inefficiencies.
Communicate to customer senior staff and senior technical and business leadership level.
Lead customer technical representatives.
Communicate to various levels depending on audience.
Anticipate Customer needs
developing proposed solutions and building consensus with customer key decision makers up to senior management level.
tools and processes to resolve open issues in an efficient and timely manner.
Ensure all aspects of the Escalation ‘Action Plan’ are carried out.
Adhere to escalation tools documentation standards.
Provide timely updates
both within escalation team and to customer contacts.
Anticipate risks early and implement mitigation strategies.
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.
Utilize advanced understanding of Escalation Management
HPE Business and established tools and processes to successfully manage complex assignments.
Summarize technical content and business context for non-technical executive audience and senior leaders.
Lead cross-functional teams working in complex or multi-workstream engagements to achieve desired outcomes.
How You'll Work.
Team & Collaboration
Cross-functional coordination; Collaborate and contribute to both their own work group and the wider GEM teams.; Share ‘Best Practice’ among their peers in the GEM community.; Work with all groups, tools and processes to resolve open issues.; 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.; Lead cross-functional teams working in complex or multi-workstream engagements to achieve desired outcomes.
Communication Scope
verbal and written communication skills; negotiating; excellent presentation skills; Communicating to customer senior staff and senior technical and business leadership level; Communicating to various levels depending on audience; Ability to summarize technical content and business context for non-technical executive audience and senior leaders.
Process & Methodology
project management (PM) techniques and Tools, Action Planning
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
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