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. Own Escalation performance”
Industry & Context.
problem-solving; methodologies for problem management; resolution of escalated issues; problem management
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
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
Own Escalation performance
Be the designated point of contact
Ensure Escalation Process and Tools adhered
lead an Escalation outside designated Country
Ensure documented Escalation and communication processes adhered
Share ‘Best Practice’ among peers
look for and identify pro-active / issue prevention opportunities
ensure there is an awareness and understanding
Identify possible opportunities in the form of sales leads
work constructively in a highly pressurized environment
work after office hours to manage critical customer escalations
24x7 availability as required
work with and be sensitive to other cultures
influence across multiple organizations
utilizing methodologies for problem management
techniques and criteria
Provides highly innovative management of complex escalations
Promotes the direct value our portfolio
Shows recognition of the achievements of peers
Creates opportunities to increase competence
Identifies and communicates possible process changes
Demonstrates an understanding of the financial justification
Communicating to customer senior staff
lead customer technical representatives
Communicating to various levels
Anticipating Customer needs
developing proposed solutions
building consensus with customer key decision makers
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
Identifies potential risks in escalation cases
follows prescribed mitigation strategies
Recognize critical situations
bring in respective GEM personal
How You'll Work.
Team & Collaboration
collaborate and contribute to both their own work group and the wider GEM teams; cross-functional coordination; cross-functional groups; lead smaller cross-functional teams
Communication Scope
internal and external communications; verbal and written communication skills; advanced presentation skills; summarize technical content for non-technical management audience
Process & Methodology
project management (PM) techniques
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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