Overview

Enabling Employee Hierarchy within Totango Spark allows you to dynamically update SuccessTeam settings and segment accounts based on your organizational structure. As well as automatically assign SuccessTeams to new team members based on their manager assignment.

This article contains the following topics: 

• Employee hierarchy concepts and examples
• Where and how can this feature be used?
• Enabling hierarchies
• How to assign a manager to a system user

Related articles

• Bulk user upload

Employee Hierarchy concepts and examples

Within your organization, you may have an organizational structure that includes individual contributors, managers, managers of managers, and so on. In many cases, a manager wants to review metrics across all of their direct reports, and Global Admins want to maintain SuccessTeam settings based on the organizational structure.

Using the diagram below, we will explain three examples of how this feature can be used

Example - Dynamically updating SuccessBLOC Scorecards

In the diagram above Brian is a Front Line Manager with two direct reports, Costen and Caitlin. Brian uses SuccessBLOC scorecards to keep track of important metrics across his team. All of the segments that feed his scorecard KPIs are defined using the criteria “direct reports of Brian.”

Due to a company restructuring event, Debbie is moved to Brian’s team. As a result, the Totango Admin updates the “Manager” field on Debbie’s user profile. Once the change is saved, all of the KPIs on Brian’s scorecard will update to include Debbie’s accounts.

Example - Dynamically Defining SuccessTeam Account Sets

A Totango Admin is tasked with creating a new SuccessTeam for the North American Customer Success Team. John is the VP of North American Customer Success. In this example, CSMs are assigned to accounts, but their managers are not. Because of this, the Totango Admin defines the account set for the North American SuccessTeam using the criteria “direct reports of John that are not managers.”

The resulting account set for the SuccessTeam will include all accounts where Jamie, Jack, Debbie, Costen, and Caitlin are on the Account Team. Because these criteria are dynamic, if at some point a new CSM is hired that reports to any manager underneath John, his accounts will be added to the SuccessTeam account set.

Example - Dynamically Defining SuccessTeam members

John is the VP of North American Customer Success at his company. When defining the members of the North American SuccessTeam in Totango, the Global Admin uses the criteria “All reports of Brian” to include everyone under him in the hierarchy tree.

Where and how can this feature be used?

This feature can be used in three areas within Totango:

1. In SuccessTeam settings, when defining the members of a SuccessTeam
2. In SuccessTeam settings, when defining the account set for a SuccessTeam
3. Within SuccessBLOCs, when defining KPIs, Segments, and Reports

There are three sets of criteria that Totango users can leverage:

1. Direct reports of
2. Direct reports that are not managers
3. All reports of

Enabling hierarchies

Note: Once this setting is enabled, it cannot be disabled.

• Navigate to Global Settings
• Select “Totango Users”
• Click the “General Settings” tab at the top of the screen
• Click the “Enable employee hierarchies in Totango” switch to enable the feature

How to assign a manager to a system user

Once the Employee Hierarchy feature has been enabled within your account, Global Admins can assign managers to users one of two ways: directly through the UI, or via Bulk User Upload. The steps for adding a user through the UI are listed below:

• Navigate to Global Settings.
• Select Totango Users.
• Hover of the user you’d like to assign a manager to and click the user settings button (:) that appears on the right.
• Select “Edit User.”
• Within the “Manager” drop-down menu, select the manager you’d like to assign.
• Click “Save” and you’re done.

You can also manage your Users & Manager assignment via Bulk File Upload!