Business Escalation Manager - HPE Aruba Networking

Business Escalation Manager - HPE Aruba Networking

  

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

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 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 telework 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