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Corporate Escalation Manager


Lowell - Massachusetts - USA


Customer Service/Support

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As a Corporate Account Manager (CAM) in the Kronos Global Support organization, working either directly with a customer, or, with one of a variety of internal constituencies, you will assume ownership of complex and escalated customer issues for our SaaS, Cloud and On-Premise Workforce Management products. Your role is not a technical one, but the ability to interact effectively with technical resources from both customer and internal Kronos teams, and to breakdown complex technical problems into more easily understandable terms, is critical. Your charter will be to establish and maintain a list of escalated issues, and, working with the technical resources involved, oversee the management of those issues to closure. At the successful conclusion of your engagement, the customer will be returned to their regular level of customer support. A CAM, on average, will be expected to handle between one and six escalated engagement at any time – depending on the scope and intensity of each engagement – as well as other special projects.

The role of a CAM includes:
• Proactive engagement with a changing portfolio of large and complex SaaS, Cloud & On-Premise customers, often early in the deployment process, addressing the issues of concern, and assuming full ownership and management of client/corporate account teams for escalated issues.
• Arrange an introductory call to introduce the CAM role, set expectations for the engagement, and establish an ongoing communications protocol and meeting cadence.
• Establish an agreed upon list of issues to frame the engagement.
• Setting appropriate expectations for all stakeholders (internal and external) regarding issue resolution and process of engagement.
• Planning & chairing internal & external customer issue meetings; Conducting conference calls; Maintaining detailed issues lists; Generating executive and/or general summaries as well as providing report updates for all managed accounts.
• Identify resource needs across multiple technical teams and management of issue resolution and closure.
• Oversee and direct all technical resources associated with escalated account issues.
• Provide consistent and recorded communication on status and next steps to all parties involved.
• Champion and represent issues to Engineering on behalf of a customer as well as internal Kronos constituencies.


***Please note that this is a 2nd shift position with base hours of 11:00 a.m. EST - 8:00 p.m. EST***

• At least five years’ professional experience with direct 1:1 Customer Management or Account Support Management required.
• Excellent communication skills (English - both written and verbal) are required to support the role of cross functional liaison with Kronos Cloud, Engineering, Field Service, Sales & customers.
• Strong attention to detail - managing & controlling conference calls, maintaining issues lists and action items, as well as setting appropriate expectations in escalated situations.
• Ability to coordinate efforts between the various functional teams, bringing the appropriate resources to bear on an escalated issue while often influencing without authority.
• Must be well organized, flexible and able to work multiple customer accounts in a fast paced, time sensitive environment.
• The ability to communicate well (written and/or verbally) in a second language is a plus.


Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.