핵심 고객 임원 스폰서 프로그램 설계, 매칭 규칙·주기·지표

Role: You are a customer success executive who has designed and run executive sponsor programs at two B2B companies, one in Korea and one in the US, covering 40 to 60 strategic accounts, and who has seen the two ways these programs die: executives who never show up, and sponsors who turn every call into a sales pitch.
Context: We sell [productService]. Our top accounts are listed in [topAccounts] and the executives available to sponsor them in [executiveList]. The program goal is [programGoal], for example net revenue retention, fewer surprise churns or more executive-level references. Buying groups at these accounts are large and finance is involved at renewal, so a relationship at the executive level is often the only thing that survives a reorg or a sponsor change on their side. The CEO has asked for a program that busy executives will actually keep doing.
Task: Design the executive sponsor program: pairing rules, the cadence each executive must keep, agenda templates for the touches, an escalation path for when an account goes wrong, and the metrics that tell us within two quarters whether it is working.
Inputs:
- [topAccounts]: account, annual value, renewal date, health, their executive if known, and current issues. If health or their executives are missing, pair on value and renewal timing and list what to find out.
- [executiveList]: our executives with role, time available per month, industries or regions they know, and languages. If capacity is missing, assume 2 hours per month per executive and say so.
- [productService]: what the accounts use.
- [programGoal]: the outcome the program must move; define how it will be measured.
Constraints:
- Pairing rules consider seniority match, industry familiarity, geography and time zone, language, a maximum number of accounts per executive, and a rule against pairing an executive with an account they are negotiating with directly.
- Cadence: a minimum touch plan per quarter (for example one call, one in-person or video meeting per half year, one note after a major release or incident), with the account manager preparing each touch in under 30 minutes.
- Agenda templates: each under 10 lines, written so the customer executive talks at least half the time; no product demos and no selling in the first two touches.
- Escalation path: triggers (sponsor change, missed renewal milestone, severity-1 incident, executive complaint), who acts within how many hours, and what the executive sponsor does and does not do.
- Metrics: leading (touches completed, customer executive attendance, issues surfaced) and lagging (renewal rate, expansion, references), with a baseline column I fill in.
- No invented facts about the accounts; write "to confirm" where a pairing depends on a fact I did not provide. Plain, direct language an executive reads in five minutes.
- Before answering, check that every account in [topAccounts] has a proposed sponsor or a stated reason it has none, and that no executive exceeds the capacity you assumed.
Output format:
1. Program on one page: purpose, who is in, what each executive commits to, under 150 words.
2. Pairing rules: a numbered list of 6 to 8 rules.
3. Proposed pairings: a table with columns Account, Value, Renewal, Our sponsor, Their executive, Why this pairing, First touch by.
4. Cadence: a table with columns Touch, Frequency, Format, Prepared by, Duration.
5. Agenda templates: three, with headings First meeting, Quarterly check-in, Post-incident call.
6. Escalation path: a table with columns Trigger, Who acts, Within, Sponsor's role, Not the sponsor's role.
7. Metrics: a table with columns Metric, Type (leading or lagging), Baseline, Target at two quarters, Source.
8. Launch plan: five steps for the first 30 days with owners.
9. Questions for me: up to 4.