Account Escalation Process

Attributes

Goal

The Account Escalation Process Working Group aims to improve the cross-functional collaboration when a customer is in an escalated state.

Overview

The account escalation process can involve stakeholders from CS, Support, Engineering as well as Sales or other areas of the company. This is a keystone process that requires cross-functional attention to improve.

Goals

This is a non-comprehensive list of topics to be discussed.

• What is the single source of truth for knowing which customers are escalated?
• How can we make account escalations easier to declare? (see: Declaring an Incident)
• How can we better prepare CS and Support ICs to work within escalations
• Reduce the ambiguity in roles between CS and Support

Exit Criteria

1. Create an SSOT for knowing which customers are escalated.
2. Create training materials suitable for a future OKR for CS and Support
3. Refine process of declaring an account escalation so that anyone in the company can do it with minimal effort (MR: www-gitlab-com!114418
4. Refine roles and responsibilities of CS and Support within account escalations to reduce ambiguity
5. Develop a method of communication appropriate for e-group stakeholders, for example a “hot customer list” published in the #e-group channel at some cadence. (gitlab-com/chief-of-staff-cto#67)

Roles and Responsibilities

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