Escalation Manager

Cornerstone OnDemand; Maharashtra; Hybrid; INR 1,800,000 - 2,800,000; Full time

Job summary

Cornerstone OnDemand is seeking an Escalation Manager to own critical customer issues end-to-end from a remote/Hyderabad-based setup. You will coordinate with Engineering and Support to drive resolution, maintain transparency, and protect customer relationships in a high-pressure SaaS environment.

You will analyze escalations, track trends, and contribute to process improvements across global support, product, and cross-functional teams.

Qualifications

• 4+ years in customer-facing, escalation, or incident management roles within an enterprise SaaS environment.
• Experience handling high-pressure situations with calm, structured follow-through.
• Strong written and verbal communication across customer, executive, and technical audiences.

Responsibilities

• Own escalated defect cases end-to-end, acting as the single point of contact 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 unblock issues.
• Use clear, plain-language communication and 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

Written communication

Verbal communication

Troubleshooting

SQL

Education

Bachelor's degree

Tools

HAR files analysis

Browser DevTools

REST APIs

JSON

Job description

We're looking for a Escalation Manager 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.

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.

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