Hewlett Packard Enterprise
EscalationManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Escalation Manager at Hewlett Packard Enterprise. Skills: Escalation Management, Cross-functional teams, Customer Resolution Process. Lead Escalation activity for designated Area. Own Escalation performance for 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
24x7 availability as required for ‘Out of Hours’ (OOH) coverage, Willing to work after office hours to manage critical customer escalations when necessary, 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 Escalation activity for designated Area
Own Escalation performance for Area
Ensure Escalation Process adherence
Lead Escalation outside designated Area
Ensure documented processes adhered
Share 'Best Practice' among peers
Identify pro-active / issue prevention opportunities
Ensure awareness of Customer Resolution Process
Identify possible opportunities
Work constructively in pressurized environment
Work after office hours
24x7 availability for Out of Hours
Work with and be sensitive to other cultures
Influence across multiple organizations
Utilize methodologies for problem management
Manage complex escalations
Promote Support Solutions value
Recognize achievements of peers
Increase work group competence
Identify and communicate process changes
Understand financial justification
Communicate to customer senior staff
Lead customer technical representatives
Communicate to various levels
Anticipate Customer needs
Develop proposed solutions
Build consensus with customer
Ensure all aspects of Action Plan carried out
Adhere to escalation tools documentation
Anticipate risks early
Implement mitigation strategies
Support less senior EMs
Coach less senior EMs
Recognize critical situations
Bring in respective GEM personal
How You'll Work.
Team & Collaboration
Collaborate and contribute to work group; Collaborate and contribute to wider GEM teams; Work with various cross-functional groups; Work with all groups, tools and processes; Support less senior EMs on request and occasion; Bring in respective GEM personal to work with them
Communication Scope
Verbal and written communication skills; Communicating to customer senior staff; 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 techniques, 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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