Edtech.com's Summary

Cornerstone OnDemand is hiring an Escalation Manager to own the company’s most critical customer issues from first report to confirmed resolution within its global customer support organization. The manager is the single point of contact for customers on escalated defect cases, coordinating with Engineering, Product, and support partners and keeping the customer informed until the fix lands. The role also tracks escalation trends and contributes to process improvement and customer advocacy.

Highlights

Own escalated defect cases end-to-end as the single point of contact for customers, communicating proactively until the customer confirms resolution.
Assess, prioritize, and consolidate defect escalations based on business impact, revenue risk, and customer experience.
Partner with Engineering, Product, and cross-functional teams to remove blockers and make sure every escalation has an assigned owner and an expected fix date.
De-escalate urgent situations with clear, plain-language communication, including live calls when needed, to maintain customer confidence.
Track escalation trends, cycle times, and outcomes to support reporting, process improvement, and customer advocacy.
4 or more years in customer-facing, escalation, or incident management roles in an enterprise SaaS environment, with proven ability to manage high-pressure situations with calm and follow-through.
Advanced troubleshooting of enterprise SaaS and web applications, including analyzing HAR files and browser developer tools, reading application logs, stack traces, API responses, and database records, and troubleshooting integrations and SSO.
Understanding of SCORM, AICC, xAPI, and eLearning content communication, with experience in Learning Management Systems, Learning Experience Platforms, or other large-scale HR and talent management applications strongly preferred.
Bonus skills include SQL and relational databases, HTTP and REST API fundamentals, and working knowledge of HTML, JavaScript, and CSS for troubleshooting browser-side issues.
Bachelor’s degree or equivalent experience, with the role open in Hyderabad, Mumbai, or Pune, India.

Escalation Manager Full Description

Job available in these locations: Hyderabad, India; Mumbai, Maharashtra, India; Pune, India

This role is Remote, Hyderabad Office

The Escalation Manager, Global Customer Support, is responsible for ensuring the successful resolution of Cornerstone’s most critical customer issues by owning escalated cases end-to-end and driving accountability across internal teams. This role serves as the single point of contact for customer escalations, ensuring clear communication, effective coordination with Engineering and support partners, and relentless follow-through until the customer confirms resolution.

As an Escalation Manager, you are expected to be independent, self-motivated, proactive, results-oriented, and highly customer focused. You will represent Cornerstone with command presence in high-pressure situations, help protect customer relationships, and ensure every escalation is managed with urgency, transparency, and care. In addition to day-to-day case ownership, you will contribute to process improvement, customer advocacy, and the continuous strengthening of our global support organization.

In this role you will…

Own escalated defect cases end-to-end, serving as the single point of contact for customers and ensuring consistent, proactive communication until resolution is confirmed.
Assess, prioritize, and consolidate defect escalations based on business impact, revenue risk, and customer experience.
Partner closely with Engineering, Product, and cross-functional teams to drive resolution, remove blockers, and ensure every escalation has an assigned owner and expected fix date.
Use clear, plain-language communication — including live calls when needed — to de-escalate urgent situations and maintain customer confidence.
Track escalation trends, cycle times, and outcomes to support reporting, process improvement, and customer advocacy.

You've got what it takes if you have…

4+ years in customer-facing, escalation, or incident management roles within an enterprise SaaS environment.
Proven ability to manage high-pressure situations with calm, structure, and strong follow-through.
Strong written and verbal communication skills across customer, executive, and technical audiences.
Ability to build collaborative relationships across Support, Engineering, Product, and other cross-functional teams.
Strong prioritization, problem-solving, and case management skills with a customer-first mindset.
Advanced troubleshooting of enterprise SaaS/web applications.
Hands-on experience analyzing HAR files and browser Developer Tools, including Network, Console, Application/Storage, and Performance information.
Understanding of SCORM, AICC, xAPI, and eLearning content communication.
Experience troubleshooting enterprise integrations, SSO, data synchronization, and third-party interfaces.
Ability to interpret application logs, stack traces, API responses, and database records.
Experience working with enterprise Learning Management Systems (LMS), Learning Experience Platforms (LXP), Performance Management, Talent Management, or other large-scale HR/SaaS applications is strongly preferred.
Bachelor's degree or equivalent experience.

Bonus if you have....

Proficiency with SQL and relational databases.
Understanding of HTTP/HTTPS, REST APIs, JSON, request/response processing, cookies, sessions, headers, authentication, and web application architecture.
Working knowledge of HTML, JavaScript, and CSS for troubleshooting application and browser-side issues.

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. We are proud to be an EOE Protected Veterans/Disability workplace and an affirmative action employer. If you have a disability or special need that requires accommodation, please contact us at [email protected].

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Escalation Manager

Edtech.com's Summary

Escalation Manager Full Description

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