Escalation Manager

Cornerstone OnDemand; Kraków; On-site; PLN 150,000 - 230,000; Full time

Job summary

Cornerstone OnDemand is seeking an experienced escalation manager to own end-to-end case handling in a complex SaaS environment. You will coordinate with Engineering, communicate clearly with stakeholders, and apply EIM metrics to drive timely resolutions.

You will maintain daily updates, manage escalation cycles, and de-escalate by voice to ensure customers feel supported. The role emphasizes precision, accountability, and effective cross-functional collaboration.

Qualifications

• 4+ years escalation, incident, or critical-situation management in enterprise SaaS.
• Command presence in chaos: structured, calm, relentless follow-through.
• Fluency with EIM economics and SLO discipline; Salesforce rigor.
• Writing that executives trust and customers understand.

Responsibilities

• Take ownership transfer of escalated cases end-to-end: comms, coordination, and the Engineering partnership.
• Communicate daily in plain language with ETAs from SLOs and prove we meet them.
• Score escalations with EIM metrics and apply fairness overrides only in open cases.
• Serve as single entry point to OneList; merge duplicates with Engineering ownership.
• De-escalate by voice; ensure every customer knows who is fighting for them.

Skills

Escalation management

Executive writing

SLO discipline

Salesforce/Rigour

Job description

ABOUT CORNERSTONE

Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept — one customer, one case, one conversation at a time.

In this role you will...

• Take ownership transfer of escalated cases end-to-end: comms, coordination, and the Engineering partnership — the handover itself is the customer’s proof of escalation.
• Communicate at least daily in plain language, with ETAs from SLOs — and prove we meet them.
• Score every escalation with EIM (Revenue at Risk + Cornerstone Cost); apply the fairness override only in the open, never around the list.
• Serve as the single entry point to the OneList: merge duplicates (raising EIM), and never let an item leave review without an Engineering owner and date.
• De-escalate by voice — a phone call resolves what ten emails cannot; leave every customer knowing who is fighting for them.
• Keep the originating pod informed while keeping them productive — agents stay out of Engineering threads.

You’ve got what it takes if you have...

• 4+ years escalation, incident, or critical-situation management in enterprise SaaS.
• Command presence in chaos: structured, calm, relentless follow-through.
• Fluency with EIM economics and SLO discipline; Salesforce rigor.
• Writing that executives trust and customers understand.

GATES: escalation cycle time (EIM-weighted) · zero unconfirmed closures · daily-comms compliance · customer confirmation rate.

IN YOUR CORNER Connect Live · Advocate · Relentless · Earned Resolution — every customer leaves knowing Cornerstone Support is in their corner.

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at [e-mail]