Business Escalation Manager - HPE Aruba Networking

Business Escalation Manager - HPE Aruba Networking

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

   

The Business Escalation Manager is a key role within Aruba’s Global Service Organization. This individual will report into the Director of our Customer Engagement Team and will have command, control and KPI oversight over our Critical Account Program and will engage directly with our highest risk accounts to ensure HPE Aruba Networking revenue preservation and expansion.  This role will directly engage with at-risk customers and work between Sales, other Critical Account Managers, Account Teams, Customer First Program Leads, Engineering and Supply Chain management and Premium Support Services to ensure there is a Return On Investment (ROI) when addressing Critical Account requests and delivering on any Customer Satisfaction spending/resourcing while ensuring there is clear exit criteria promoting a successful turnaround/outcome.  This role might also be asked to perform Closed Loop Corrective Actions (CLCA) and create/recommend associated resolutions across the business for the reasons accounts are going critical and looking for opportunities (including revenue generation based) for ensuring critical account/escalation reductions and preventions.   This role will promote alignment with HPE Aruba Finance and Sales and help meet overall HPE Aruba Revenue goals/objectives.

This is a US based hybrid position.

Responsibilities:

• Must be able to assess financial risk/reward against customer satisfaction and business continuation with HPE Aruba Business Goals (ROI) for Critical Account Management engagement.
• Must be able to work with Sales and Account Teams on other alternatives when an ROI doesn’t support Critical Account engagement.
• Must be able to build reports, and presentations etc., of extremely high quality that reflect KPI’s for our Critical Account Programs and reflect status of any active customers in these programs.
• Must be able to analyze and make key changes when measures and progress trends below goals and objectives aren’t being met for the Customer Engagement Team.
• Must be able to guide Critical Account Manager’s in the generation of Get-Well plans and active management of Critical Accounts for the best ROI.
• Must be able to drive Up-Sell opportunities if warranted as part of an escalation prevention strategy.
• Must be able to take on the management of a Critical Account Management in situations where Business Risk presents the highest impact to HPE Aruba Business goals.
• Will provide frequent and highly succinct and technically accurate communications on progress to customers and all levels of executive leadership
• Will identify systemic and pervasive issues related to products, processes, services and sales and drive closed loop corrective actions to prevent reoccurrences. 
• Will be able to adapt to ever changing challenges and use creative thinking and versatility to still ensure a win-win outcome.

Education and Experience Required:

• Bachelor's degree in Business Information Systems, Business Administration, Finance, Engineering or related fields.
• 5+ Years of experience in customer/business escalations, engineering/premium support or related service delivery roles.
• A breadth of knowledge across HPE Aruba Networking products and solutions a big plus.

Knowledge and Skills:

• Program/Project Management of critical/class issue management in a cross-functional and highly charged business and technical environment.
• Excellent understanding of Long Term Planning and Revenue Recognition initiatives/processes
• Excellent ability to engage with various teams (Sales, R&D, Field, Partner, 3rd Party etc.,) and Customer Executives directly to facilitate both technical and business long term solutions.
• Must be able to ensure acceptable and continual progress by influencing, negotiating, communicating, and delegating during technical/business collaboration when necessary.
• Must support and promote a whatever-it-takes, customer-first culture during issue resolution while ensure HPE Aruba business goals are met.
• Must have outstanding communication skills both verbal and written that will be used in dealing directly with key customers, stakeholders and other 3rd parties and all levels of HPE Aruba executive staff.
• Ability to work in a highly charged, fast paced and challenging environment and still maintain an effective balance of customer advocacy with Aruba’s business goals.

#LI-Hybrid

Accountability, Accountability, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Processes, Business Solutions, Change Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Dashboard Reporting, Design Processes, Design Thinking, Empathy, Engagement Strategies, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Process Improvements {+ 5 more}

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.

#unitedstates#aruba

Job:

Services

Job Level:

Expert

    

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $89,400.00 - $206,500.00

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.