Escalation Manager

Cornerstone OnDemand, Inc.; Hyderabad, Mumbai, Pune District; Hybrid; INR 1,500,000 - 2,300,000; Full time

Job summary

Cornerstone Research is seeking an Escalation Manager for its Global Customer Support team. This role owns escalated cases end-to-end, coordinating with Engineering and support partners to ensure timely, transparent resolution and customer satisfaction.

The ideal candidate has 4+ years in enterprise SaaS escalation or incident management, demonstrates calm under pressure, and communicates effectively with technical and executive audiences across functions.

Qualifications

• Bachelor's degree or equivalent experience is required.
• 4+ years in customer-facing, escalation, or incident management within enterprise SaaS.
• Strong written and verbal communication across customer, exec, and technical audiences.

Responsibilities

• Own escalated defect cases end-to-end, the single point of contact for customers until resolution is confirmed.
• Assess, prioritize, and consolidate defect escalations based on business impact and customer experience.
• Partner with Engineering, Product, and cross-functional teams to drive resolution and assign owners with fix dates.
• Use clear, plain-language communication, including live calls when needed, to de-escalate urgent situations.
• Track escalation trends, cycle times, and outcomes to support reporting and process improvement.

Skills

Customer-facing

Escalation management

Incident management

Communication

Cross-functional collaboration

Troubleshooting

HAR file analysis

Browser DevTools

Education

Bachelor's degree or equivalent

Tools

HAR files

Browser Developer Tools

SQL

Job description

We're looking for a

Escalation Manager

Remote, Hyderabad Office

The Escalation Manager, Global Customer Support, isresponsible for ensuring the successful resolution of Cornerstone’s mostcritical customer issues by owning escalated cases end-to-end and drivingaccountability across internal teams. This role serves as the single point ofcontact for customer escalations, ensuring clear communication, effectivecoordination with Engineering and support partners, and relentlessfollow-through until the customer confirms resolution. As an Escalation Manager, you are expected to beindependent, self-motivated, proactive, results-oriented, and highly customerfocused. You will represent Cornerstone with command presence in high-pressuresituations, help protect customer relationships, and ensure every escalation ismanaged with urgency, transparency, and care. In addition to day-to-day caseownership, you will contribute to process improvement, customer advocacy, andthe 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.

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Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.