|Target End Date||2023-03-31|
|Slack||#wg_account_escalation (only accessible from within the company)|
|Google Doc||Working Group Agenda (only accessible from within the company)|
The Account Escalation Process Working Group aims to improve the cross-functional collaboration when a customer is in an escalated state.
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.
This is a non-comprehensive list of topics to be discussed.
|Working Group Role||Username||Person||Title|
|Executive Stakeholder||@spatching||Sherrod Patching||VP Customer Success Management|
|Facilitator||@lyle||Lyle Kozloff||Director of Global Support Readiness|
|Member||@christiaanconover||Christiaan Conover||Director of Customer Success Management (AMER)|
|Memberemail@example.com||Manuel Kraft||Customer Success Manager (EMEA)|
|Member||@ricardoamarilla||Ricardo Amarilla||Customer Success Manager (LATAM)|
|Member||@afappiano||Anthony Fappiano||Engineering Manager, Reliability|