Owner: Client Support Rep (CSR — Post-sales)
Contributors: Head of Delivery (HoD) · Project Manager (PM) ·
AIS / AIe (placed specialist) · Finance Lead · CEO (conditional —
AI Strategist add-on clients only)
Department: D3 — Client Support
Entity: PrivateAI
Status: v1.0 · Complete
Version: 1.0 | Last updated: 2026-07-17
Reviewed by: Head of Delivery (HoD)
Classification: Confidential
What this workflow does: Takes a placed and contracted AIe (AI Specialist)
from the moment of internal handover through to a fully working, embedded
engagement — access, tooling, briefing, reachback awareness, and reporting
cadence all live and functioning.
What triggers it: Completion of the Stage 9 handover checklist in DEL-05
(AIe & AIc Placement) — Jira placement record moved to Active with a start date,
pool register updated, client file holds the signed Service Order Form and scope
acknowledgment.
What it produces: An AIe fully set up inside the client's team — access
granted, roadmap/plan briefed and validated, reachback panel understood by the
client, reporting cadence running — with a tangible outcome (e.g. an automation)
delivered and presented within week one.
Why it matters: This is the highest-risk week of the engagement. A slow or
misaligned start is the single biggest driver of early client dissatisfaction and
engagement failure — it directly protects PrivateAI's recurring revenue and
reputation.
CEO involvement — conditional only. CEO joins the support panel only if
the client selects the AI Strategist add-on. No involvement otherwise.
| Role | Department | Responsibility | CEO? |
|---|---|---|---|
| CSR (Post-sales) | D3 | Sends client intro message + AIS contact info · becomes running account owner | No |
| HoD | D4 | Sets up Jira tracking with PM · briefs AIS on roadmap/projects/comms · owns escalation | No |
| PM | D4 | Co-owns Jira setup and briefing · runs weekly check-ins | No |
| AIS / AIe (placed specialist) | D4 | Arranges own access directly with client · attends client standups | No |
| Finance Lead | D6 | Receives and records commercial arrangement | No |
| CEO | — | Joins support panel only if AI Strategist add-on selected | Yes — conditional |
Primary owner: CSR (Post-sales) — accountable for the workflow running correctly
Review authority: HoD — must sign off on any changes to this document
Step 1 — Handover received
Step 2 — Client intro message sent (runs in parallel with Step 4)
Step 3 — Internal Jira setup and AIS briefing (runs in parallel with Step 4)
Step 4 — AIS arranges client-side access 🤖 (runs in parallel with Steps 2–3)
Step 4a — Escalation: access delay
Step 5 — Commercial arrangement confirmed to Finance
Step 6 — Reachback panel briefing
Step 7 — Week-one plan alignment
Step 7a — Escalation: expectations misalignment
Step 8 — Reporting cadence established 🤖
Step 9 — Week-one outcome delivered
| Tool | How it's used | Agent-ready |
|---|---|---|
| Jira | Single source of truth for onboarding/placement status — updated daily | Yes — confirmed |
| Discord | Informal availability channel between AIS and internal team | Yes — API |
| Gmail (Google Workspace) | Client intro message · daily/weekly progress emails | Yes — API + MCP |
| CRM/Jira | Recording confirmed commercial arrangement | Yes |
| Xero | Optional — billing/payout reminders | Yes — API |
| Client's own systems | AIS uses client's tools — variable per engagement | TBD per engagement |
Note: ClickUp is deprecated and replaced by Jira for this workflow.
Access delay (Step 4)
| Condition | Action | Owner |
|---|---|---|
| Access granted within 4 business days | Continue to Step 6 | AIS |
| Access not granted within 4 days | Step 4a — escalate · deliver week-one outcome regardless | HoD + PM |
Plan validation (Step 7)
| Condition | Action | Owner |
|---|---|---|
| Validated within 4 business days | Continue to Step 8 | AIS |
| Not validated within 4 days | Step 7a — escalate · resolve misalignment | HoD + PM |
| Scenario | How to handle | Escalation |
|---|---|---|
| Client delays granting AIS access | Escalate at 4 business days · deliver week-one outcome regardless of access status | HoD + PM |
| Client expectations don't match the roadmap | Escalate at 4 business days if plan not validated · realign or renegotiate scope | HoD + PM |
| Commercial arrangement not confirmed to Finance in time | Finance flags missing arrangement before first invoice/payout cycle | Finance Lead → HoD/PM |
| Metric | Type | Target |
|---|---|---|
| AIS fully set up (access + tooling) within week 1 | Leading | 100% of placements |
| Plan validated by client within week 1 | Leading | 100% of placements |
| Tangible outcome delivered and presented in week 1 | Leading | 100% of placements |
| Access-delay escalations triggered | Lagging | Track and minimise |
| Plan-misalignment escalations triggered | Lagging | Track and minimise |
| Step | Current state | Suggested automation | Tool | Effort |
|---|---|---|---|---|
| Step 3 — Jira onboarding setup | Manual | Template-based Jira record auto-created on Stage 9 handover trigger | n8n + Jira API | Medium |
| Step 8 — Daily email updates | Manual | Auto-generate daily/weekly status email from Jira updates | n8n | Medium |
| Step 4 — Access delay tracking | Manual | Auto-flag and notify HoD/PM at day-4 threshold | n8n + Jira API | Low |
Upstream:
Downstream:
| Version | Date | Description | Author |
|---|---|---|---|
| 0.9 | 2026-07-17 | Initial draft — captured via structured Q&A | Workflow Builder |
| 1.0 | 2026-07-17 | Reviewed and approved by HoD | HoD |
← Back to Customer Support Hub · ← Back to Company Operating System