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(Senior) Escalation Manager*

Darmstadt U12

Location: Germany or any other location within Europe based on Mutual Agreement



Global Technology Excellence (GTE) is responsible for improving the overall customer experience, and includes functions such as Release Management, Cloud Operations, Escalation Management, and Global Support.


One important aspect of customer experience is handling critical customer situations. These situations are normally a combination of challenges in different dimensions: project management, product issues, ownership, scope, etc. In order to handle professionally these complex situations, Software AG has a Customer Escalation Management team, with Escalation Managers based all over the world. As an Escalation Manager*, you will not only be engaged in a reactive manner to de-escalate critical customer situations, you might also be engaged proactively with lighthouse customer projects to avoid escalations proactively. From both engagement types, you will drive the Lessons Learned process, deriving internal and external follow-up recommendations.





As (Senior) Escalation Manager* you will:

  • Identify the stakeholders required to successfully de-escalate the situation
  • Take on responsibility for internal and external communication during the escalation
  • Collect all issues leading to the escalation and develop an action plan how to resolve them
  • Coordinate and follow-up on all activities that are part of the action plan
  • Provide regular status reporting to stakeholders, including the project team and executive management
  • Define escalation completion criteria
  • Drive internal follow-up activities in order to avoid similar situations in the future
  • Identify opportunities to turn the escalation into a success story, including creating upsell opportunities
  • Represent the Escalation Management team in internal management alignments and planning meetings





  • Extensive experience in handling critical customer situations
  • Excellent communication skills across multiple stakeholder levels, both internally and customer-facing
  • Outstanding analytical capabilities to deconstruct the complex situation into its root causes
  • Ability to judge situations in a very objective manner
  • Project management skills to drive the de-escalation as a focused project
  • Calm demeanour in very critical situations
  • Flexibility to take on responsibility for an escalation and to go onsite on short notice
  • Good overview on IT system landscapes and on Software AG´s products is a plus





  • Intensive induction program incl. personal support for an optimal start
  • Early assumption of responsibility for a diverse range of tasks
  • Exciting, interdisciplinary assignments with exposure to cutting-edge technologies
  • Stimulating and collegial working atmosphere in a committed, innovative, global team
  • Comprehensive individual training opportunities for your professional and personal development
  • Attractive, performance-oriented compensation package





Please submit your detailed application by using Career4U including a possible starting date and your salary expectations. Your application should include a short motivation letter, a CV and your references.

Your contact:

Tanja Topal, Manager HR Recruiting & Onboarding DACH, Phone +49 (0) 681 210 3105



*f/m/d – diversity matters!


















Jobsegment: Manager, Cloud, Project Manager, Management, Technology