How to Manage SuccessTeams - Admin Guide

Feature introduction

Totango SuccessTeams is a new Totango capability. It’s the perfect solution for any customers and enterprises that want to manage the scope of customer success managers to improve focus and productivity. Customer Success leaders are now able to create teams oriented around a particular line of business and specific team objectives, ultimately increasing the relevance of information available to each team’s customer success managers.  

Totango Pro/ProPlus Edition: Customers have 1 default SuccessTeam out-of-the-box. Click here for details on the default team and how to set up Zoe.

Totango Enterprise Edition: Customers have 1 default SuccessTeam out-of-the-box. Enterprise customers can create up to 10 SuccessTeams. Click here for best practices for setting up SuccessTeams such as hierarchy, Zoe, and more.

How to Switch Between SuccessTeams

All Totango users regardless of roles can easily switch between teams (upper left corner) if they are explicitly added as a Team Member for a SuccessTeams. Totango Global Administrators and Team Administrators must be added to a team (like any other users) if they want to switch into a team and access accounts in that team's context. 

Administrative Roles

With the introduction of SuccessTeams, the traditional “Totango Admin” is now called a Global Admin. There is a new role called Team Admin. Here are some key differences:

Global Administrator: Global Admin’s primary role and function are to determine how Totango is configured and consumed. His/her role and capability is equivalent to today’s Totango Admin role with the addition to managing the new team structure. The Global Admin is responsible for creating and configuring all SuccessTeams. Global Admin can define what account and data each SuccessTeam can access and manage. Global Setting is only available for Global Admins.

Team Administrator: With the introduction of SuccessTeams, we are introducing a new role called Team Admin. The primary function of this role is to manage his/her own team’s overview (team name, avatar, and goal) and manage team members (add/remove team members and add/remove team admins). Team Setting is available only for Global Admins and Team Admins. Team Setting shows only selected team’s settings.

 

Administrative Roles and Capabilities

	Global Admin	Team admin
Create and Delete SuccessTeams	Yes	No
Define SuccessTeam Account Set	Yes	No
Add/Assign User to SuccessTeams	Yes	Yes
Add/Remove SuccessTeam Members	Yes, for all teams	Yes, but ONLY for his/her team
Create New Totango User	Yes	Yes by inviting them to his team
Deactivate Totango User	Yes	Yes, ONLY if the team member being removed belongs only to that one, single team
Edit Any Users’ Profiles	Yes	No
View/Manage All Users	Yes, for all teams	No
Navigate to Any Team	No, only to his/her teams via the switcher	No, only to his/her team(s) via the switcher
Change Color, Avatar, and Goal of the Team	Yes	Yes

 

Roles and Capabilities by Areas of the Product

(Public Beta Version)	Segments/ Reports	My Portfolio	Executive Console	SuccessPlays	Campaigns
Team Member	✓ Can create segments that all teams can see but the results are filtered to my team’s Account Set	✓ See only account data from my team’s account set	✓ See only account data from my team’s account set	✓ Can create SPs that all teams can see but only assign tasks to myself.	X Cannot run campaigns Can see campaigns with account data filtered to my team’s account set
Team Admins	✓ same as above	✓ same as above	✓ same as above	✓ same as above	X same as above
Global Admins	✓ Can create segments that all teams can see but the results are filtered to the account set of the team I’m currently in	✓ See only account data from the account set of the team I’m currently in	✓ See only account data from the account set of the team I’m currently in	✓ Can create SPs that all teams can see and can impact any account that falls under the segment criteria. I can assign tasks to any users (same as before).	✓Can create and execute campaigns across all teams and their account sets (same as before).

 

 

Global Admin- Managing All Totango Users

Global Admins can manage Totango users on Global Settings -> Totango Users. Users can be designated as Global Administrators via this page.

 

Global Admin- Creating a SuccessTeam

Global Admins can create a SuccessTeam via Global Settings -> SuccessTeams. There are 3 easy steps to creating a team:

1. Creating the team name, team avatar, and team goal, and giving the team an accurate description - read more below
2. Defining the Account Set - using Totango's Segment engine, select the criteria that defines the accounts that a particular team will manage. See our article "Best Practices for Setting Up Success Teams" for guidance on this step. For best practices when defining a Success Team's account set, learn more here. 
3. Add team members

 

Global & Team Admin- Add/Edit the SuccessTeam Goal

Global Admin and Team Admin can add or edit the name, avatar, and goal for their SuccessTeam. The purpose of the Team Goal is to unify all team members around what the business or team objective is. The Team Goal appears on My Portfolio. Team members can individually dismiss and close out the Team Goal after viewing it. The Team Goal will re-appear for Team Members after the Global or Team Admin inputs a new one.

 

Global & Team Admin- Add Team Members to a SuccessTeam

Global Admins have the capability to add an existing Totango user and new Totango users into any SuccessTeam. Team Admins can add an existing Totango user and new Totango users only into their own SuccessTeam.

 

Global & Team Admin- Remove Team Members from a SuccessTeam

Global Admins have the capability to remove Team Members from any SuccessTeam. Team Admins can remove Team Members only from their own SuccessTeam.  

 

Global & Team Admin- Designate a Team Member as a Team Admin 

Global Admins have the capability to designate specific Team Members as a Team Admin for any SuccessTeams. Team Admins can grant Team Admin capability to another Team Member only for their own SuccessTeam. 

 

Global & Team Admin- Revoke a Team Member's Team Admin Role

Global Admins have the capability to revoke a Team Member as a Team Admin for any SuccessTeams. Team Admins can revoke a Team Member's Team Admin status only for their own SuccessTeam.  

 

Global & Team Admin- Adding or Removing Zoe Users from a SuccessTeam

Global Admins can add Zoe users to any SuccessTeam. Team Admins can add Zoe users only to their own SuccessTeam. By adding Zoe users, Global or Team Admins are providing all Zoe users access to the SuccessTeam's accounts via Slack.

As a Global Admin, the first time you are setting up SuccessTeams, make sure to add Zoe to the default team (Default team comes out of the box with Totango). This applies to all customers and all plans.

 

Additional Resources

We recommend you review these other articles:

Best Practices Setting Up SuccessTeams

The Team Member User Guide for SuccessTeams

If you have any questions, please feel free to reach out to your CSM directly.