Business Escalation Manager

• Assess financial risk/reward against customer satisfaction and business continuation with HPE Aruba Business Goals (ROI) for Critical Account Management engagement
• Work with Sales and Account Teams on other alternatives when an ROI doesn’t support Critical Account engagement
• 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
• Analyze and make key changes when measures and progress trends below goals and objectives aren’t being met for the Customer Engagement Team
• Guide Critical Account Manager’s in the generation of Get-Well plans and active management of Critical Accounts for the best ROI
• Drive Up-Sell opportunities if warranted as part of an escalation prevention strategy
• Take on the management of a Critical Account Management in situations where Business Risk presents the highest impact to HPE Aruba Business goals
• Provide frequent and highly succinct and technically accurate communications on progress to customers and all levels of executive leadership
• Identify systemic and pervasive issues related to products, processes, services and sales and drive closed loop corrective actions to prevent reoccurrences
• Adapt to ever changing challenges and use creative thinking and versatility to still ensure a win-win outcome

• 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
• 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

A breadth of knowledge across HPE Aruba Networking products and solutions

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion