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. 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; 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
24x7 availability as required for ‘Out of Hours’ (OOH) coverage (where country laws/working practices allow), Willing to work after office hours to manage critical customer escalations when necessary
What They're Looking For.
Must Have
3 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
Share ‘Best Practice’ among their peers in the GEM community
actively look for and identify pro-active / issue prevention opportunities
ensuring there is an awareness and understanding of the Customer Resolution Process and Escalation Processes
Identify possible opportunities in the form of sales leads
work after office hours to manage critical customer escalations
Utilize thorough understanding of Escalation Management and provided tools and methodologies to successfully manage known Technical Escalation scenarios
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
Identifies potential risks in escalation cases and follows prescribed mitigation strategies
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; vendor/stakeholder management; cross-functional groups; multiple organizations within the Business; lead smaller cross-functional teams to achieve desired outcomes
Communication Scope
internal and external communications; verbal and written communication skills; Communicating to customer senior staff and technical management level; Communicating to various levels depending on audience
Process & Methodology
basic understanding of applicable 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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