Support AI Skill
Vip Executive Support
Provide white-glove support experience for high-value customers including enterprise accounts, C-level contacts, strategic partnerships, and board members with priority routing, dedicated agents, strict SLAs, and executive escalation workflows. Use when han...
VIP & Executive Support Management
Deliver a premium, white-glove support experience for high-value customers including enterprise accounts, C-level contacts, strategic partnerships, and executive stakeholders.
Workflow
1. VIP Identification and Classification
- VIP customer identification criteria:
VIP CLASSIFICATION TIER SYSTEM
==============================
TIER 1 — EXECUTIVE / STRATEGIC (Highest Priority):
Criteria:
• Annual contract value > $500K
• C-level contact (CEO, CTO, VP)
• Board members or investors
• Strategic partnerships
• Named accounts in executive review
Support entitlements:
• 15-minute first response SLA (24/7)
• Dedicated senior agent pool (top 5 agents)
• Direct phone/SMS to support VP
• Named executive sponsor
• Quarterly executive review
• Proactive outreach monthly
TIER 2 — ENTERPRISE (High Priority):
Criteria:
• Annual contract value $100K-$500K
• Named enterprise account
• Multiple departments using product
• High growth trajectory
Support entitlements:
• 30-minute first response SLA (business hours)
• Senior agent assignment (L2+)
• Direct Slack access to team lead
• Named CSM support
• Proactive outreach quarterly
TIER 3 — PREMIUM (Elevated Priority):
Criteria:
• Annual contract value $50K-$100K
• Premium plan tier
• Growing mid-market account
• Referral partner
Support entitlements:
• 1-hour first response SLA (business hours)
• Experienced agent assignment (L1+ with 6+ months tenure)
• Priority queue placement
• Dedicated email channel- VIP flagging and notification system:
- Auto-flag: Any ticket from VIP customer automatically flagged with tier badge
- Visual indicator: Gold/Platinum/Bronze badge on ticket and agent interface
- Instant notification: Slack alert to VIP support pool when ticket arrives
- Agent context: VIP account details, history, preferences loaded automatically
2. VIP Support Execution
- VIP ticket handling workflow:
- Immediate assignment to senior agent (within 5 minutes)
- Personalized greeting: Use customer name, reference account history
- Proactive solution approach: Anticipate needs, offer multiple options
- Direct contact: Provide agent's direct contact for follow-up
- Follow-up: Check back within 24 hours even if resolved
- Escalation: Direct line to support manager (skip normal queue)
- Communication standards:
- Always address by name (never "Dear Customer")
- Reference account specifics ("I see your team uses [feature] extensively")
- Offer proactive solutions ("While we're here, I noticed you might also benefit from...")
- Use executive-appropriate language (concise, action-oriented for C-levels)
- Never transfer VIP without warm handoff (introduce new agent by name)
3. VIP Relationship Management
- Executive sponsor program:
- Each Tier 1 account assigned a VP-level executive sponsor
- Quarterly strategic review: Business impact, product feedback, roadmap alignment
- Ad-hoc access: VIP can contact sponsor directly for critical issues
- Account health monitoring: Sponsor receives monthly health score report
- Proactive outreach cadence:
- Monthly: Check-in email from CSM
- Quarterly: Strategic review meeting
- Annually: Executive business review with VP
- As-needed: Proactive support outreach based on usage/signal data
Templates & Frameworks
VIP Support Dashboard
VIP SUPPORT DASHBOARD — January 2026
======================================
VIP ACCOUNT OVERVIEW:
Tier 1 (Executive/Strategic): 23 accounts
Tier 2 (Enterprise): 67 accounts
Tier 3 (Premium): 145 accounts
Total VIP accounts: 235 (12% of customer base, 68% of MRR)
VIP MRR: $4.2M (68% of total $6.2M MRR)
VIP ARR: $50.4M
VIP TICKET METRICS (This Month):
VIP tickets: 312 (18% of total tickets — disproportionate to 12% of customers)
First response time:
Tier 1: 8.3 min avg (SLA: 15 min) ✓
Tier 2: 19.7 min avg (SLA: 30 min) ✓
Tier 3: 42.1 min avg (SLA: 60 min) ✓
Resolution time:
Tier 1: 2.1 hrs avg
Tier 2: 3.8 hrs avg
Tier 3: 5.2 hrs avg
CSAT:
Tier 1: 4.9/5.0 ✓
Tier 2: 4.7/5.0 ✓
Tier 3: 4.5/5.0 ✓
(vs overall CSAT: 4.3/5.0)
Escalation rate:
Tier 1: 8.5% (vs team avg: 11.2%) ✓
Tier 2: 10.2% (vs team avg: 11.2%) ✓
Tier 3: 11.8% (vs team avg: 11.2%) ⚠
ACTIVE VIP TICKETS:
Tier | Customer | Issue | Agent | Time Open | SLA Remaining
-----|------------------|--------------------------------|------------|-----------|--------------
T1 | Globex Corp | API outage affecting production | Sarah M. | 12 min | 3 min ⚠
T1 | Wayne Ent | Data migration issue | Tom R. | 34 min | 26 min ✓
T2 | ACME Inc | SSO configuration | Lisa K. | 1 hr | 2 hrs ✓
T2 | Initech | Billing discrepancy | Alex P. | 45 min | 2 hrs 15 min ✓
T3 | Upton Inc | Feature access question | Maria L. | 1.5 hrs | 30 min ✓
VIP AGENT POOL STATUS:
Tier 1 agent pool: 5 agents (Sarah M., Tom R., Lisa K., Alex P., Maria L.)
Tier 2 agent pool: 12 agents (L2+ staff)
Currently available: 8 agents
On PTO: 1 agent (David K. — Jan 15-17)
Agent VIP workload:
Sarah M.: 18 VIP tickets this month (34% of her load)
Tom R.: 15 VIP tickets this month (28% of his load)
Lisa K.: 14 VIP tickets this month (26% of her load)
Alex P.: 12 VIP tickets this month (22% of his load)
Maria L.: 11 VIP tickets this month (21% of her load)
WORKLOAD NOTE: Sarah M. handling 34% VIP load — monitor for burnout risk
EXECUTIVE SPONSOR COVERAGE:
Tier 1 accounts: 23
Assigned executive sponsors: 6 VPs/Directors
Accounts per sponsor: 3-4 (target: <5) ✓
Sponsor activity:
Quarterly reviews completed this quarter: 18 of 23 (78%)
Ad-hoc VIP contacts handled: 7
Account health check-ins completed: 23 of 23 (100%)
VIP RETENTION METRICS:
VIP retention rate: 97.8% (vs overall: 94.2%) ✓
VIP expansion rate: 23% (upgrades/add-ons in last 12 months)
VIP NPS: 72 (vs overall: 58) ✓
AT-RISK VIP ACCOUNTS:
Tier | Customer | Health Score | Risk Factor | Intervention
-----|---------------|--------------|--------------------------|------------
T1 | Stark Ind | 62/100 | Usage declining 25% | Executive outreach scheduled Jan 18
T2 | Cyberdyne | 58/100 | 3 open tickets unresolved| Priority resolution + CSM call
T2 | Oscorp | 55/100 | Competitor mention | Competitive retention playbook activatedVIP Support Protocol
VIP SUPPORT PROTOCOL CHECKLIST
===============================
ON TICKET RECEIPT:
✓ Auto-detect VIP tier (gold/platinum/bronze badge)
✓ Assign to appropriate agent pool within 5 minutes
✓ Load full account context (history, preferences, health score)
✓ Send Slack notification to VIP pool + team lead
✓ Pause SLA timer if customer is outside business hours (Tier 2+ only)
AGENT RESPONSE STANDARDS:
✓ Use customer name in greeting
✓ Reference account context ("I see you're using Enterprise features")
✓ Acknowledge importance of their issue
✓ Provide estimated resolution timeline
✓ Offer direct contact method for follow-up
✓ Never say "I don't know" — say "Let me find out and get back to you within X"
ESCALATION PROTOCOL:
Tier 1: Direct to Support VP (phone call within 15 min)
Tier 2: Direct to Support Manager (phone call within 30 min)
Tier 3: Direct to Team Lead (phone call within 1 hour)
Executive escalation criteria:
• Issue affecting revenue-generating workflow
• Customer requests executive contact
• Issue unresolved after 2 hours
• Customer sentiment extremely negative
FOLLOW-UP REQUIREMENTS:
✓ All VIP tickets: 24-hour follow-up check
✓ Tier 1: Personal call from agent within 24 hours of resolution
✓ Tier 1+2: Resolution summary email within 2 hours
✓ Log all VIP interactions for account health tracking
✓ Update CRM with support interaction summary
PROHIBITED ACTIONS:
✗ Never transfer VIP ticket without warm handoff
✗ Never use generic/templated responses
✗ Never make VIP wait >15 minutes for acknowledgment (Tier 1)
✗ Never close ticket without customer confirmation
✗ Never promise things outside your authority (escalate instead)Integration Points
- Help desk (Zendesk, Intercom, Freshdesk): VIP flagging, priority queuing, SLA management
- CRM (Salesforce, HubSpot): Account tier data, contract value, executive contacts, CSM assignment
- Communication (Slack, Teams, phone): VIP alerts, direct contact routing, escalation notifications
- Customer success (Gainsight, Totango): Health scores, QBR scheduling, account plans
- Billing (Stripe, Chargebee): Revenue data, contract details, renewal dates
- Analytics (Mixpanel, Amplitude): Usage data, adoption metrics for VIP accounts
Edge Cases
- Anonymous VIP contact: C-level executive contacts support with personal email (not company domain):
- Detection: Name recognition from CRM database
- Verification: "I see you're associated with [Company] — can I pull up your account?"
- If verified: Full VIP treatment applies
- If uncertain: Elevated service without full VIP assumptions
- Privacy: Never confirm or deny executive status to third parties
- VIP demanding immediate action outside policy: Executive demands refund that violates company policy:
- Acknowledge: "I understand this is important to you"
- Escalate: "Let me bring in our [Manager/VP] who has authority to review exceptions"
- Never say "no" directly — say "let me explore options for you"
- Executive sponsor involvement: Account sponsor reviews and decides
- Documentation: Full audit trail of exception decision
- VIP customer becomes toxic: Executive customer is abusive, threatening, or harassing agents:
- Agent protection: Agent can flag "abusive customer" for manager review
- Manager intervention: Support manager contacts customer directly
- Executive escalation: CEO/VP contacts executive sponsor at customer company
- Documentation: All interactions logged for HR/legal review
- Termination option: If behavior continues, account termination process initiated
- Multiple VIPs on same account conflict: Two executives from same company disagree on account changes:
- Neutrality: Agent doesn't take sides, follows authorized contact
- Verification: Confirm who is authorized to make account changes
- Escalation: CSM or executive sponsor mediates internal customer conflict
- Communication: "I want to make sure I'm following the correct authorization"
- Documentation: Log authorization confusion for account context
- VIP support agent assigned to non-VIP ticket: Top agent handling regular ticket when VIP ticket arrives:
- Queue priority: VIP ticket interrupts non-VIP (preemptive routing)
- Work preservation: Non-VIP ticket auto-saved, resumed when VIP resolved
- Agent workload: System balances VIP and non-VIP load (max 40% VIP)
- Overflow: If all VIP agents busy, Tier 1 ticket routed to any available senior agent
- SLA protection: VIP SLA timer tracks from ticket creation, not assignment
Output
VIP Support Monthly Report
VIP SUPPORT MONTHLY REPORT — January 2026
============================================
SERVICE LEVELS:
Tier 1 first response: 8.3 min (SLA: 15 min) ✓ 45% under SLA
Tier 2 first response: 19.7 min (SLA: 30 min) ✓ 34% under SLA
Tier 3 first response: 42.1 min (SLA: 60 min) ✓ 30% under SLA
All VIP SLAs met: 99.3% (1 missed SLA — Tier 3, 62 min vs 60 min target)
SATISFACTION:
Tier 1 CSAT: 4.9/5.0 (↑ 0.1 from December)
Tier 2 CSAT: 4.7/5.0 (stable)
Tier 3 CSAT: 4.5/5.0 (↑ 0.1 from December)
VIP NPS: 72 (↑ 3 from December)
VIP retention rate: 97.8% (stable)
REVENUE IMPACT:
VIP MRR protected: $4.2M
VIP expansion from support-sourced opportunities: $187,000
VIP at-risk accounts: 3 (intervention in progress)
VIP churn this month: 0 ✓
RECOMMENDATIONS:
1. Reduce Sarah M.'s VIP load (34% — approaching burnout threshold)
2. Complete QBR for 5 remaining Tier 1 accounts (78% complete)
3. Address 3 at-risk VIP accounts (Stark Ind, Cyberdyne, Oscorp)
4. Add 1 more agent to Tier 1 pool (5 agents for 23 accounts is tight)
5. Launch VIP proactive outreach program (monthly check-in emails)