Account Teaming

Account Teaming allows you to create and use as many Roles as needed in the ClientSuccess platform to represent the full account team.

Account Teaming Capabilities:

• Enhanced Customer Dashboard - with customer logo, region, and separate Account Team row
• Create Account Team Roles - with primary role designation and drag-n-drop ordering
• Account Teaming Roles Actionable - in 1:Many Emails, Automation Triggers & Customer Grid
• Filter by Role - with the new standardized reporting filter across the platform

Enhanced Customer Dashboard

We've added the Customer's Logo and Region for additional context, along with a new exclusive row for just the Account Teaming roles.

Create New Account Teaming Roles

Account Teaming Roles can be created and named whatever you like in Global Settings>Account Team Roles. 

Drag-n-drop the roles here to reorder them on the Customer Dashboard page.  Designate a "Primary" role to be displayed instead of the default "Assigned To" column in the reports, or enable the role to be used as a placeholder in automation rules. (Both are covered in more detail below.)

If you would like to use the role as a placeholder for Automation Triggers or 1:Many Emails, you will need to set the "Use as a Placeholder" toggle to "Yes".  (See the Account Team Roles Actionable in Automation's Section below for more details.)

Note: The existing Account Team roles of Assigned CSM and Assigned Sales Rep can also be renamed if desired.

Account Team Roles Actionable in Automation's

The new Account Teaming Roles are actionable in the Automation Rules, 1:Many Emails, and on the Customer Grid.  CSM's can use Account Team Roles with Automation Triggers to send emails, create tasks, and automatically assign SuccessCycles.  In the example below, the new roles are available to be used in the "From" line when sending an email, or in the "To" line.  ("To" line example not shown below)

Note:  The Account Team Roles are available anywhere the "Assigned CSM" role was actionable in the ClientSuccess Platform, so you can get the right information to the right people as quickly as possible.

Here is an example of Account Teaming Roles placeholders being visible in 1:Many Emails.

Account Teaming Roles in CRM Integration Mappings

Account Teaming Roles can be mapped via the CRM integration mappings and automatically synchronized into the ClientSuccess Platform.  First, create the new role in Global Settings>Account Team Roles.  The new role will then be displayed in the integration field mappings and available to be mapped as shown in the "role 8" example below:

Filter by Account Team Role

There is a new Account Team Role reporting filter that is standardized across the ClientSuccess platform.  In the reporting filter, choose the Role and then the user within that role to filter by.  All data in the report will then be filtered to the user in that role.

Primary Role Displayed & Used In Reports

The designated Primary role will be displayed in the reports and used for the analytics metrics instead of the default "Assigned CSM".  In the example below, the "ONBOARDING SPECIALIST" role has been set to the "Primary" role and is now visible in the data table columns.

Note: With this change, the Engagement report label has been changed to "Team Members" in the left navigation and the report title since all team members are included in the report regardless of the role.

 Roles connected to Role-based Selector

Roles are connected to the Role-based Selector. (ie. My Company, My Customers, My Team) For example, in the case of selecting "My Customers", the RBS will select any customers that have been assigned to you via the roles the user is assigned to.  

Note:  With this change, the "MySelf" label has been changed to "My Customers" to properly represent the segment that is selected in the Role-based Selector.