32 lines
1.4 KiB
Markdown
32 lines
1.4 KiB
Markdown
---
|
||
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.
|
||
|
||
---
|