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skills/escalation-framework/SKILL.md

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+---
+name: escalation-framework
+description: Use to govern executive involvement, cross-functional response, and risk
+  resolution for at-risk renewals.
+---
+
+# Renewal Escalation Framework Skill
+
+## When to Use
+- Managing red/yellow accounts approaching renewal with unresolved blockers.
+- Coordinating cross-functional support (product, finance, legal, exec) on high-stakes negotiations.
+- Documenting escalation paths to ensure clarity on ownership and timelines.
+
+## Framework
+1. **Tier Definitions** – outline criteria for green/yellow/red escalations and required response times.
+2. **Stakeholder Matrix** – assign owners (CSM, AE, exec sponsor, product, finance, legal) per tier.
+3. **Communication Protocols** – define templates, meeting cadences, and status update requirements.
+4. **Decision Authority** – specify who can approve concessions, roadmap commitments, or contract terms.
+5. **Post-Escalation Review** – capture learnings, update playbooks, and track commitments.
+
+## Templates
+- Escalation intake form (issue, impact, requested support, deadline).
+- Executive briefing doc with talking points, risks, and desired outcomes.
+- Resolution tracker to log actions, owners, and next check-ins.
+
+## Tips
+- Pair with `renewal-playbooks` to ensure escalations tie back to structured plays.
+- Keep approval matrices accessible so field teams know who to engage.
+- Review escalations monthly to ensure commitments are fulfilled.
+
+---