Senior Escalation Manager - Enterprise SaaS Support Lead

Cornerstone OnDemand; Kraków; Presencial; PLN 150.000 - 230.000; Tempo integral

Resumo da vaga

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Escalation management

Executive writing

SLO discipline

Salesforce/Rigour

Descrição da vaga

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.