Team Spotlight Overview

Totango Product Team
  • Updated

Overview

The Team Spotlight provides a way to establish reporting around customer success activities and measures the productivity of the customer success team. It allows teams and managers to get a quick look into productivity and performance of the customer success team, based on both out-of-the-box metrics of touchpoint management and task completion, as well as based on your custom metrics of productivity for your company.

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Key Features:

  • View a team summary of the work completed, accounts covered and selected critical metrics to measure the overall business impact of the team's efforts. 
  • View an individual CSM summary of the work completed, accounts covered and selected critical metrics to measure the overall business impact of the CSM's efforts.
  • View individual CSM health portfolio and health trends over time.
  • Ability to sort team members by volume of engagement, account coverage, key business metrics or their portfolio health. 
  • Easily drill down into individual CSM metrics to see a list of touching accounts, a list of untouched accounts, and a list of accounts with overdue tasks.
  • Select 2 key business metrics for the Team View dashboard-easily from any of your key account metrics, key usage metrics or any custom metric.
  • Use this dashboard in TV Mode to refresh the dashboard every 60 seconds. 

Recommended Uses:

  • Gamify your team's performance and productivity
  • View team activities completed over time
  • See the impact of teams and individuals over time
  • Orient your team and prioritize outreach by viewing account coverage

Getting Started:

To reach the Team Spotlight, go to the main menu, locate the 'Executive Console' section and select 'Team Spotlight'.
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Team Summary and Individual CSM Summary 

In the Account Coverage section, you can see the team summary and the individual CSM summary. 

  • The team summary shows how many touchpoints and tasks the team has created and completed, what your account coverage is and two metrics that you define.
  • The individual CSM summary is the specific CSMs contribution to the team summary section.

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Selecting a Time Frame

At the top of the 'Account Coverage' section, you will find the ability to alter the time period for the aggregation of this data.
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Selecting Key Metrics to Report On

At the right of the individual CSM summary, you can select the 2 metrics you want to report on.

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Sorting

Sort team members by name, activity volume, account coverage, key business metrics or their portfolio health.

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Individual CSM Drill-down

Click on an individual CSM to Drill down into their metrics and see a list of touching accounts, a list of untouched accounts, and a list of accounts with overdue tasks.  You can also drill down to the account level.

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TV Mode

Use TV Mode to refresh the dashboard every 60 seconds.

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Known Limitations 

  • This dashboard shows only Customer Success Managers defined with “success manager” attribute at the account level.
  • The console looks at portfolios of accounts in "Paying" Contract Status only.

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