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Escalation Manager – German Speaker


  • Pawia 23, Stare Miasto, Kraków
    Kraków, Lesser Poland
  • offer expired over a month ago
  • contract of employment
  • full-time
  • senior specialist (Senior)
  • home office work
  • Immediate employment
  • remote recruitment


Pawia 23

Stare Miasto


Your responsibilities

  • Manage critical client issues on Cornerstone’s products working closely with Engineering, customers and if necessary, third-party partners.

  • Build a 365/24/7 escalation model and detailed processes, collaborating with other teams and external vendors to define escalation protocols.

  • Build tight-knit relationships and drive can-do activities with Global Services organizations at all levels.

  • Actively drive triage and trouble-shooting efforts and communicate status to executive-level stakeholders.

  • Ensure resolution is well thought-out and solid to ensure quality and thoroughness and prevent future recurrence.

  • Lead and drive Root Cause and Corrective Action analysis and bring them to closure including future product features and enhancements.

  • Advocate the customer’s business impact and ensure a sense of urgency is felt within the engineering community.

  • Mitigate business and financial risk for both client and Cornerstone.

  • Translate lessons learned from escalations into tangible, long-term improvements among the necessary departments.

  • Other day-to-day responsibilities include tracking general department escalations, researching service level agreement questions and issues, and refining escalation processes.

Our requirements

  • 3+ years in a client-facing technical support role. SaaS experience preferred.

  • Fluent in German and English.

  • Prior experience managing escalations.

  • Technical aptitude - Ability to grasp complex system workflows and technical concepts, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defects.

  • Analytical – must possess the ability to understand clients’ business processes and workflows and translate them into system functionality requirements.

  • Some experience using ticketing software such as Salesforce, Zendesk, Jira, or similar to manage a case queue.

  • High degree of emotional intelligence and ability to liaise with executive-level sponsors for our strategic clients.

  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills.

  • Strong social, interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.

  • Ability to work well under pressure.

  • Supportive team player.

  • Flexible and adapt well to rapid change.

  • Willing to work on a flexible schedule suited for both EU countries and international stakeholders, if necessary.

  • Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment

  • Consideration for privacy and security obligations


  • Experience with one or more of Cornerstone’s products

  • Experience with any of the following: programming languages, relational databases, HTML/content development, Web APIs

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • fruits

  • integration events

  • dental care

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • shopping coupons

  • sharing the costs of tickets to the movies, theater

  • christmas gifts

  • employee referral program

  • charity initiatives

  • extra leave

  • extra day off on your birthday

This position offers an exciting opportunity in an internet software company with a smart workforce. The Escalation Manager will be responsible for driving critical customer’s incidents as well as major outages or client-impacting events to resolution by leading our Development Engineering teams to overcome the technical challenges and situations our customers face using our talent management solutions and related integrations. You will draw upon your trouble-shooting, analytical, incident, project and crisis management skills to resolve the toughest challenges. You should have a real passion for working with the latest technologies, customers, engineers and solving problems. You are comfortable representing issues in real time to clients, Engineering, support organizations, and executive level management.


Cornerstone OnDemand is a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstone’s people development solutions are successfully used by more than 75 million people in 180+ countries and in nearly 50 languages.

Cornerstone takes special care to ensure the security and privacy of the data of its users.

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