displayName
VIP Support Program Management
workflowKind
governance
triggerType
scheduled
typicalCadence
weekly
complexity
cross-team
description
Manages the premium support tier for high-value customers — assigning
dedicated support representatives with deep account context and
relationship continuity, configuring priority queue routing that ensures
VIP tickets bypass standard queue wait times, defining and monitoring
enhanced SLA guarantees with contractual obligation tracking, conducting
proactive health checks and system reviews before issues escalate, managing
executive escalation paths with defined response commitments, coordinating
VIP customer feedback directly with product leadership, tracking program
economics including cost-to-serve versus premium revenue, reviewing VIP
tier qualification criteria and customer movement between tiers, and
maintaining VIP customer satisfaction scores significantly above standard
tier benchmarks. Produces VIP program health reports, SLA compliance
dashboards, and cost-to-serve analyses. Excludes standard support
operations and contract pricing.