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:
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Lead every aspect of Escalation activity for their designated Country / Area.
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Own Escalation performance for a designated Country / Area.
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Be a team player and yet, show leadership and be the designated point of contact for the Escalation Process.
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Within an Escalation, ensure that the Escalation Process and associated Tools are adhered to by the broader Support Community.
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At times, be required to lead an Escalation outside their designated Country / Area.
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Ensure documented Escalation and communication processes are adhered to and duly followed.
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Share ‘Best Practice’ among their peers in the GEM community and be required to actively look for and identify pro-active / issue prevention opportunities where these present themselves.
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Be actively involved in ensuring there is an awareness and understanding of the Customer Resolution Process and Escalation Processes among the various cross-functional groups within their designated Country / Area.
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Identify possible opportunities in the form of sales leads and enter such in the appropriate tool.
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Capable of working constructively in a highly pressurized environment.
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Willing to work after office hours to manage critical customer escalations when necessary
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24x7 availability as required for ‘Out of Hours’ (OOH) coverage (where country laws/working practices allow).
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Demonstrates the ability to work with and be sensitive to other cultures.
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Demonstrates breadth of influence across multiple organizations within the Business, and expertise is sought, valued and used.
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Skilled in utilizing methodologies for problem management and resolution of escalated issues.
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Routinely exercises independent judgment to develop methods, techniques and criteria for achieving objectives.
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Provides highly innovative management of complex escalations.
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Promotes the direct value our portfolio of Support Solutions can provide to our business partners and customers.
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Shows recognition of the achievements of peers.
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Creates opportunities to increase the competence of the work group in a proactive and consistent way.
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Identifies and communicates possible process changes that will remedy inefficiencies as appropriate.
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Demonstrates an understanding of the financial justification of a customer investing in a technology or service.
Customer:
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Effective at
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Communicating to customer senior staff and senior technical and business leadership level as well as the ability to lead customer technical representatives.
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Communicating to various levels depending on audience
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Anticipating Customer needs, developing proposed solutions and building consensus with customer key decision makers up to senior management level.
Operational Excellence:
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Must actively work with all groups, tools and processes to resolve open issues in an efficient and timely manner.
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Be responsible for and ensure all aspects of the Escalation ‘Action Plan’ are carried out.
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Adhere to escalation tools documentation standards
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Timely updates, both within escalation team and to customer contacts.
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Anticipates risks early and implements mitigation strategies.
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Support less senior EMs on request and occasion and coach them to grow.
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Recognize critical situations requiring more senior Escalation Management support and bring in respective GEM personal to work with them.
About you:
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Utilize advanced understanding of Escalation Management, HPE Business and established tools and processes to successfully manage complex assignments.
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Has a sound understanding of applicable project management (PM) techniques and Tools
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Has a Services or Technical background
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Has strong verbal and written communication skills
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Has sound negotiating and excellent presentation skills
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Proficient in English
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Additional European language desired (French, German, Italian, Spanish)
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Effective at problem-solving
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Ability to summarize technical content and business context for non-technical executive audience and senior leaders.
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Has a broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices
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Good knowledge of all relevant HPE services, competition, market trends, third parties
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Developing leadership/mentoring skills
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Able to lead cross-functional teams working in complex or multi-workstream engagements to achieve desired outcomes.
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5 years experience in customer success managemen
Additional Skills:
Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 7 more}
What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.
Let's Stay Connected:
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Job:
Services Job Level:
Expert
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity .
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
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