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Commit 5b709fe6 authored by Christopher Guitarte's avatar Christopher Guitarte
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Initial updates to CS Escalations for CSE

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......@@ -41,6 +41,7 @@ Based on the level of the escalation, the DRI for the escalation will be:
1. CSM will be the DRI for account escalations (except otherwise agreed with Support)
2. The Professional Services Project Manager for any escalation during/as a part of a professional services project
3. If the customer does not have an assigned CSM but is assigned to [TAM Scale](/handbook/customer-success/csm/segment/cse/cse-operating-rhythm/#requesting-cse-engagement-account-owners-only---aes-saes) (Customer Success Engineering), then the CSE assigned via the [CSE Help case](/handbook/customer-success/csm/segment/cse/cse-operating-rhythm/#cse-engagement-request-process) will be lead technical collaborator on the escalation. The AE will be the DRI (managing the account), as defined by the [CSE DCI Matrix](/handbook/customer-success/csm/segment/cse/#cse-operating-rhythm).
At the beginning of the escalation, the DRI must be determined - the DRI owns the following responsibilities and key steps:
......@@ -241,6 +242,14 @@ Occasionally, customers will require a product leader to act as a stable counter
1. During the escalation the GMP+ Product leader will stick with the customer and escalation and operate as a stable counterpart. They will bring in additional PMs as needed to help address the concerns, but will remain engaged in Slack, and on calls with the customer to be a consistent face and representative of the Product division.
1. Individual PMs may roll in and out of the escalation but the assigned GMP+ product counterpart will remain attached until the escalation is resolved.
## CSE's role in Escalations
- Lead customer facing calls focused on discovery, de-escalation, technical guidance. Determine the customer's exit/success criteria to consider the escalation resolved.
- Coordinate cross-functionally to determine path forward, potential workarounds and best practice recommendations.
- Provide summaries in account escalation Slack channel on a cadence appropriate to the [defined escalation severity level](/handbook/customer-success/csm/escalations/#definitions-of-severity-levels).
- Share updates to the customer via email.
- Document in new GitLab issue for tracking/pattern matching for future reference. Example: https://gitlab.com/gitlab-com/customer-success/customer-success-engineering/scale-cse/-/issues/140
## Related Links
- [Support Engineering Page](/handbook/support/) and [Support Engineering Escalation Procedures](/handbook/support/workflows/working-with-issues/)
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