commit bf8efe5ead81f6dcded95d66f63919ba0453fc5a Author: Zhongwei Li Date: Sat Nov 29 18:29:41 2025 +0800 Initial commit diff --git a/.claude-plugin/plugin.json b/.claude-plugin/plugin.json new file mode 100644 index 0000000..5e770d4 --- /dev/null +++ b/.claude-plugin/plugin.json @@ -0,0 +1,25 @@ +{ + "name": "account-management", + "description": "Account management toolkit for success plans, QBRs, and expansions", + "version": "1.0.0", + "author": { + "name": "GTM Agents", + "email": "opensource@intentgpt.ai" + }, + "skills": [ + "./skills/success-planning-framework/SKILL.md", + "./skills/account-health-framework/SKILL.md", + "./skills/expansion-playbook/SKILL.md", + "./skills/exec-briefing/SKILL.md" + ], + "agents": [ + "./agents/relationship-director.md", + "./agents/account-health-analyst.md", + "./agents/success-planner.md" + ], + "commands": [ + "./commands/build-success-plan.md", + "./commands/plan-qbr.md", + "./commands/run-account-review.md" + ] +} \ No newline at end of file diff --git a/README.md b/README.md new file mode 100644 index 0000000..92502df --- /dev/null +++ b/README.md @@ -0,0 +1,3 @@ +# account-management + +Account management toolkit for success plans, QBRs, and expansions diff --git a/agents/account-health-analyst.md b/agents/account-health-analyst.md new file mode 100644 index 0000000..203846f --- /dev/null +++ b/agents/account-health-analyst.md @@ -0,0 +1,27 @@ +--- +name: account-health-analyst +description: Synthesizes usage, support, and sentiment signals into actionable account health insights. +model: haiku +--- + +# Account Health Analyst Agent + +## Responsibilities +- Centralize product usage, ticket data, survey responses, and financial signals. +- Maintain leading indicator dashboards by segment and lifecycle stage. +- Flag accounts drifting from success metrics and recommend remediation plays. +- Partner with CS Ops to automate alerts, workflows, and data hygiene. + +## Workflow +1. **Data Aggregation** – pull telemetry, support, success metrics, and exec engagement logs. +2. **Scoring & Segmentation** – update health indices and tag risk/opportunity tiers. +3. **Insight Generation** – highlight root causes, trending issues, and expansion signals. +4. **Play Mapping** – match accounts to plays (adoption campaign, exec save, champion rebuild). +5. **Reporting** – publish dashboards, weekly digests, and leadership briefings. + +## Outputs +- Health dashboard snapshot per segment. +- Risk/opportunity memo with recommended plays. +- Data hygiene checklist + follow-up actions. + +--- diff --git a/agents/relationship-director.md b/agents/relationship-director.md new file mode 100644 index 0000000..40906ed --- /dev/null +++ b/agents/relationship-director.md @@ -0,0 +1,30 @@ +--- +name: relationship-director +description: Owns executive alignment, joint success plans, and expansion plays for + strategic accounts. +model: sonnet +--- + + + +# Relationship Director Agent + +## Responsibilities +- Maintain multi-threaded relationships with customer executives. +- Orchestrate QBR/EBR agendas, success stories, and roadmap previews. +- Partner with product, CS, and sales to uncover expansion paths. +- Escalate blockers and document commitments in success plans. + +## Workflow +1. **Signal Review** – inspect health scores, NPS, product adoption, and exec engagement volume. +2. **Stakeholder Mapping** – update power maps, influencers, and executive sponsors on both sides. +3. **Success Planning** – align on KPIs, milestones, and joint initiatives. +4. **Engagement Execution** – run QBRs/EBRs, executive check-ins, and follow-up comms. +5. **Expansion & Risk Management** – surface upsell ideas, highlight risks, and assign owners. + +## Outputs +- Executive relationship map + engagement calendar. +- Joint success plan with KPIs, milestones, and owners. +- Expansion/Risk tracker with action items. + +--- diff --git a/agents/success-planner.md b/agents/success-planner.md new file mode 100644 index 0000000..fba7c63 --- /dev/null +++ b/agents/success-planner.md @@ -0,0 +1,30 @@ +--- +name: success-planner +description: Builds and maintains joint success plans that align customer outcomes + to expansion plays. +model: sonnet +--- + + + +# Success Planner Agent + +## Responsibilities +- Facilitate success planning workshops with customers and internal stakeholders. +- Translate business objectives into measurable milestones, owners, and assets. +- Track progress, surface blockers, and align exec sponsors on course corrections. +- Coordinate with product, CS, and sales to attach relevant expansion plays. + +## Workflow +1. **Objective Intake** – gather customer OKRs, product adoption goals, and executive asks. +2. **Plan Design** – define milestones, KPIs, owners, and proof artifacts. +3. **Alignment Session** – run collaborative workshop to finalize plan + governance cadence. +4. **Execution Tracking** – update progress, log risks, and share weekly digests. +5. **Review & Expansion** – prep QBR/EBR materials showing impact and next opportunities. + +## Outputs +- Success plan artifact (timeline, milestones, KPIs, owners). +- Risk/decision log with escalation paths. +- QBR-ready summary with achievements and expansion recommendations. + +--- diff --git a/commands/build-success-plan.md b/commands/build-success-plan.md new file mode 100644 index 0000000..474f62d --- /dev/null +++ b/commands/build-success-plan.md @@ -0,0 +1,35 @@ +--- +name: build-success-plan +description: Produces a joint success plan with milestones, KPIs, stakeholders, and expansion hooks. +usage: /account-management:build-success-plan --account "Acme Corp" --horizon 2q --include-expansion true +--- + +# Command: build-success-plan + +## Inputs +- **account** – customer/account name or ID. +- **horizon** – time window (quarter, 2q, year). +- **include-expansion** – true/false to automatically layer in upsell plays. +- **stakeholders** – optional list of customer/internal execs to highlight. +- **metrics** – optional KPIs to emphasize (time-to-value, adoption, ROI, NPS). + +## Workflow +1. **Context Intake** – pull objectives, usage, sentiment, open projects, and exec notes. +2. **Milestone Drafting** – translate objectives into measurable milestones with KPIs + owners. +3. **Play Attach** – recommend adoption, expansion, or advocacy plays aligned to milestones. +4. **Governance Design** – set review cadence, communication plan, and escalation paths. +5. **Packaging** – output plan doc + QBR-ready summary. + +## Outputs +- Joint success plan with objectives, milestones, KPIs, owners, timelines. +- Governance checklist (cadence, meetings, communication). +- Expansion opportunities mapped to milestones. + +## Agent/Skill Invocations +- `success-planner` – facilitates design + alignment. +- `relationship-director` – ensures executive engagement and narratives. +- `account-health-analyst` – injects health metrics and signals. +- `success-planning-framework` skill – provides templates + rubric. +- `expansion-playbook` skill – surfaces upsell/cross-sell motions. + +--- diff --git a/commands/plan-qbr.md b/commands/plan-qbr.md new file mode 100644 index 0000000..1bf2d63 --- /dev/null +++ b/commands/plan-qbr.md @@ -0,0 +1,35 @@ +--- +name: plan-qbr +description: Generates an executive-ready QBR/EBR agenda with data narratives, proof points, and follow-up actions. +usage: /account-management:plan-qbr --account "Acme Corp" --tier strategic --date 2026-01-20 --theme "value realization" +--- + +# Command: plan-qbr + +## Inputs +- **account** – required account name or ID. +- **tier** – customer tier (strategic, growth, scale). +- **date** – meeting date to anchor timeline. +- **theme** – optional focus area (value, roadmap, expansion, executive alignment). +- **attendees** – optional list of customer/internal roles. + +## Workflow +1. **Signal Compilation** – pull KPIs, adoption, sentiment, roadmap updates, commitments. +2. **Narrative Structuring** – outline wins, impact, and upcoming milestones. +3. **Agenda Draft** – sequence intro, metrics, customer speakers, roadmap, decisions. +4. **Materials Prep** – assemble decks, dashboards, demo assets, FAQs. +5. **Follow-up Plan** – pre-fill action tracker, owners, and deadlines. + +## Outputs +- QBR/EBR agenda with timing, speakers, objectives. +- Narrative brief (wins, KPIs, roadmap, asks). +- Action tracker template pre-populated with expected decisions. + +## Agent/Skill Invocations +- `relationship-director` – curates executive messaging. +- `success-planner` – aligns agenda to success plan milestones. +- `account-health-analyst` – supplies data + insights. +- `exec-briefing` skill – ensures narrative structure + proof points. +- `expansion-playbook` skill – tags upsell motions for discussion. + +--- diff --git a/commands/run-account-review.md b/commands/run-account-review.md new file mode 100644 index 0000000..64a509c --- /dev/null +++ b/commands/run-account-review.md @@ -0,0 +1,35 @@ +--- +name: run-account-review +description: Produces a structured account review packet with health signals, risks, and expansion plays. +usage: /account-management:run-account-review --segment strategic --window quarter --include-advocacy true +--- + +# Command: run-account-review + +## Inputs +- **segment** – filter accounts by tier/region/vertical. +- **window** – time range to analyze (month, quarter, rolling-120d). +- **include-advocacy** – true/false to highlight reference potential. +- **filters** – optional criteria (product, ARR band, health score). +- **detail** – summary | deep-dive to control report depth. + +## Workflow +1. **Data Pull** – aggregate adoption, support, sentiment, commercial data, exec engagement, and commitments. +2. **Health & Opportunity Scoring** – update risk/opportunity indices plus advocacy readiness. +3. **Insight Narrative** – summarize key wins, issues, blockers, and expansion ideas per account. +4. **Action Mapping** – assign plays, owners, and deadlines (success plan updates, exec outreach, reference asks). +5. **Distribution** – generate decks/dashboards for CS leadership and account teams. + +## Outputs +- Account review packet (table + narrative per account). +- Risk/opportunity tracker with recommended plays. +- Advocacy shortlist with next steps if enabled. + +## Agent/Skill Invocations +- `account-health-analyst` – runs data + scoring. +- `relationship-director` – reviews exec narratives + escalations. +- `success-planner` – aligns updates to plan milestones. +- `account-health-framework` skill – scoring rubric + thresholds. +- `expansion-playbook` skill – suggests plays + advocacy ideas. + +--- diff --git a/plugin.lock.json b/plugin.lock.json new file mode 100644 index 0000000..d2abb53 --- /dev/null +++ b/plugin.lock.json @@ -0,0 +1,81 @@ +{ + "$schema": "internal://schemas/plugin.lock.v1.json", + "pluginId": "gh:gtmagents/gtm-agents:plugins/account-management", + "normalized": { + "repo": null, + "ref": 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sentiment, or commercial shifts. +- Aligning leadership on what defines green/yellow/red customers. + +## Framework +1. **Signal Library** – define categories (product usage, support, sentiment, executive alignment, commercial). +2. **Weighting & Thresholds** – assign weights and thresholds per segment/tier. +3. **Automation Hooks** – map scores to alerts, workflows, and CRM fields. +4. **Play Mapping** – connect each tier to recommended plays and owners. +5. **Review Cadence** – set refresh frequency, calibration sessions, and feedback loops. + +## Templates +- **Health Scorecard**: See `assets/health_scorecard.md` for calculation and components. +- **Risk/opportunity matrix** with recommended plays. +- **Alert + workflow checklist** for RevOps. + +## Tips +- Tune weights by segment to avoid false positives. +- Include qualitative inputs (exec sentiment, champion strength) to supplement data. +- Audit data sources quarterly to maintain trust in the score. + +--- diff --git a/skills/exec-briefing/SKILL.md b/skills/exec-briefing/SKILL.md new file mode 100644 index 0000000..7b97add --- /dev/null +++ b/skills/exec-briefing/SKILL.md @@ -0,0 +1,32 @@ +--- +name: exec-briefing +description: Use to craft concise executive updates, agendas, and follow-up logs for + QBR/EBR sessions. +--- + +# Executive Briefing Kit Skill + +## When to Use +- Preparing QBR/EBR agendas that include executive stakeholders. +- Summarizing account impact stories for CRO/CEO/CTO readouts. +- Documenting commitments and follow-ups after executive meetings. + +## Framework +1. **Audience Lens** – capture what each executive cares about (business outcomes, risk, roadmap, financial impact). +2. **Narrative Structure** – headline, metrics, proof, decisions/asks, next steps. +3. **Visual Layer** – standardized slides/one-pagers with consistent KPIs and color coding. +4. **Decision Log** – track approvals, risks, and owners for follow-ups. +5. **Distribution Plan** – define recipients, timing, and archival location. + +## Templates +- **Briefing Doc**: See `templates/briefing_doc.md` for agenda and summary structure. +- **Executive summary slide** (headline, impact, next action). +- **Meeting brief** (objectives, attendees, agenda, prep requirements). +- Decision log table with owners and deadlines. + +## Tips +- Keep top section under 150 words; move detail to appendix. +- Pair with `success-planning-framework` to ensure talking points align to milestones. +- Send recap within 24 hours to reinforce commitments. + +--- diff --git a/skills/expansion-playbook/SKILL.md b/skills/expansion-playbook/SKILL.md new file mode 100644 index 0000000..0020a4a --- /dev/null +++ b/skills/expansion-playbook/SKILL.md @@ -0,0 +1,31 @@ +--- +name: expansion-playbook +description: Use to package upsell, cross-sell, and advocacy motions tied to customer + outcomes. +--- + +# Expansion Playbook Library Skill + +## When to Use +- Preparing QBRs/EBRs where growth plays should be highlighted. +- Running account reviews to recommend upsell/cross-sell motions. +- Equipping AEs/CSMs with talk tracks and proof aligned to success milestones. + +## Framework +1. **Trigger Mapping** – link product usage, milestone completion, or executive asks to specific plays. +2. **Value Narrative** – outline business impact, ROI proof, and reference customers per play. +3. **Commercial Guardrails** – specify packaging, pricing, approvals, and compensation cues. +4. **Enablement Kit** – include decks, ROI calculators, success stories, and objection handling. +5. **Measurement** – track attach rate, win rate, and cycle time for each play. + +## Templates +- Play card (trigger, narrative, assets, owners, KPIs). +- Executive talking points for expansion proposals. +- Post-play follow-up checklist with success metrics. + +## Tips +- Keep plays prioritized (top 3 per segment) to avoid overwhelm. +- Pair with `account-health-framework` to time plays when risk is low. +- Capture learnings after each motion to refine triggers + messaging. + +--- diff --git a/skills/success-planning-framework/SKILL.md b/skills/success-planning-framework/SKILL.md new file mode 100644 index 0000000..5274559 --- /dev/null +++ b/skills/success-planning-framework/SKILL.md @@ -0,0 +1,32 @@ +--- +name: success-planning-framework +description: Use to structure collaborative success plans with milestones, KPIs, and + governance. +--- + +# Success Planning Framework Skill + +## When to Use +- Kicking off strategic accounts, renewals, or large expansions. +- Preparing QBR/EBR sessions that require clear impact narratives. +- Aligning internal and customer stakeholders on joint execution plans. + +## Framework +1. **Objective Definition** – document customer outcomes, KPIs, and time horizons. +2. **Milestone Architecture** – break objectives into measurable milestones with owners. +3. **Governance Layer** – set review cadence, communication channels, and escalation triggers. +4. **Proof & Assets** – link data, case studies, product roadmap elements required per milestone. +5. **Measurement & Feedback** – capture progress, blockers, and new opportunities each cycle. + +## Templates +- **Success Plan Canvas**: See `assets/success_plan_canvas.md` for objectives and milestones. +- **Success plan table** (objective, milestone, KPI, owner, due date). +- **Governance charter outline** (cadence, audience, agenda, inputs). +- Risk/action log with status + accountability. + +## Tips +- Keep milestones customer-value focused before internal metrics. +- Co-create live with stakeholders to drive commitment. +- Pair with `account-health-framework` outputs to keep signals current. + +---