SKILL.md
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
- Tier Definitions – outline criteria for green/yellow/red escalations and required response times.
- Stakeholder Matrix – assign owners (CSM, AE, exec sponsor, product, finance, legal) per tier.
- Communication Protocols – define templates, meeting cadences, and status update requirements.
- Decision Authority – specify who can approve concessions, roadmap commitments, or contract terms.
- 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-playbooksto 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.