Hewlett Packard Enterprise
EscalationManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Escalation Manager at Hewlett Packard Enterprise. Skills: Escalation Management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, problem-solving. 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; resolve open issues in an efficient and timely manner; efficient resolution
Industry & Context.
Effective at problem-solving; problem management; resolution of escalated issues; Identify potential risks in escalation cases and follows prescribed mitigation strategies to support efficient resolution.
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., Demonstrates breadth of influence across multiple organizations within the Business, and expertise is sought, valued and used., Routinely exercises independent judgment to develop methods, techniques and criteria for achieving objectives.
What They're Looking For.
Must Have
3 years experience in customer success management, Proficient in English
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.
Share ‘Best Practice’ among their peers in the GEM community.
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.
Manage known Technical Escalation scenarios.
lead smaller cross-functional teams to achieve desired outcomes.
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
both within escalation team and to customer contacts.
Identify potential risks in escalation cases and follows prescribed mitigation strategies to support efficient resolution.
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
cross-functional coordination; cross-functional groups; work group; GEM teams; broader Support Community; multiple organizations within the Business; customer senior staff and technical management level; customer key decision makers; all groups; escalation team; cross-functional teams
Communication Scope
verbal and written communication skills; Communicating to customer senior staff and technical management level; Communicating to various levels depending on audience; advanced presentation skills; Ability to summarize technical content for non-technical management audience, team leads and senior staff
Process & Methodology
project management (PM) techniques and Tools, Action Planning, Business Planning, Long Term 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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