You manage customer expectations and propose a premium upgrade. Simulation Details: Lumina Systems is a leading SaaS provider specializing in cloud-based project management tools that help businesses streamline workflows, enhance team collaboration, and boost productivity. Serving over 10,000 clients worldwide, Lumina offers a suite of products including a task tracker, Gantt chart generator, and a real-time collaboration dashboard. The company operates on a tiered service model: most customers are small-to-medium-sized businesses on a basic support package, while a smaller group of larger enterprises benefit from premium support with faster response times and dedicated representatives. The support team faces a heavy workload, particularly from basic-tier customers who generate the majority of support tickets, sometimes straining resources and impacting service for high-value premium clients. Lumina is focused on sustainable growth and aims to increase premium customer retention by optimizing support processes and encouraging upgrades where appropriate. In this simulation, you step into the role of a Customer Success Manager at Lumina Systems, tasked with resolving a challenging situation involving a basic-tier customer who frequently bypasses official support channels. Your first step is to have a one-on-one chat with Maria Lopez, the Senior Support Lead, to gather insights on how this customer’s actions have affected the support team and service levels for premium clients. After understanding the internal impact and previous attempts to address the issue, you will move to a voice conversation with the customer, David Whitaker, Operations Manager at Crestview Operations Ltd. Your goal is to reset his expectations regarding support, clearly communicate the limitations of the basic-tier package, and propose the premium support tier as a solution to his needs—all while addressing his concerns and maintaining a constructive relationship. To complete the simulation, you need to have a productive chat with the Senior Support Lead to fully understand the internal challenges, then conduct a direct and effective voice conversation with the customer to set clear support boundaries, address objections, and propose a tailored solution. Success is measured by your ability to communicate clearly, handle concerns with empathy, and secure agreement on next steps, ensuring both internal priorities and customer needs are balanced.