1.6 KiB
1.6 KiB
name, description, usage
| name | description | usage |
|---|---|---|
| run-escalation-playbook | Coordinates high-risk customer escalations with exec updates and remediation owners. | /customer-success:run-escalation-playbook --account "Nimbus Corp" --severity critical --timeline 14d --comm-channel exec |
Command: run-escalation-playbook
Inputs
- account – customer/account name or ID.
- severity – low | medium | high | critical.
- timeline – resolution target (7d, 14d, 30d, custom).
- comm-channel – exec | cs-lead | customer | internal-only.
- drivers – optional list of root causes to highlight (adoption, value, product, support, executive).
Workflow
- Brief Creation – compile account context, risk signals, contract info, and stakeholders.
- War Room & Owners – assign workstream leads (product, eng, support, exec sponsor) with cadence.
- Remediation Plan – outline milestones, dependencies, and success metrics.
- Communications – generate internal/external updates, exec talking points, and approvals.
- Closeout & Lessons – document outcomes, update risk registers, and refresh playbooks.
Outputs
- Escalation brief with timeline, owners, and risk summary.
- Update templates (internal + external) with decisions and next steps.
- Post-mortem report with lessons, prevention actions, and follow-ups.
Agent/Skill Invocations
escalation-strategist– leads war room + comms.customer-health-director– tracks risk register + exec summaries.executive-ebr-kitskill – formats leadership-ready updates.sentiment-feedback-loopskill – incorporates customer sentiment + voice.