A large or complex customer account may require attention from multiple members of your Customer Success team. In addition to a Customer Success Manager, there may be different team member responsible for the implementation, onboarding, training and renewal.
Account Roles is a feature that allows you to assign Amity users to specific roles in an account.
Here are some common account roles:
- Customer Success Manager
- Onboarding Specialist
- Training Owner
- Sales Owner
- Account Manager
- Executive Champion
What's the Difference Between an Assignee and an Account Role?
The need for account roles depends on how your Customer Success department operates.
By default, every Amity account has an assignee property. The assignee is either an Amity user or blank. If Customer Success Managers in your organization are responsible for all aspects of the customer's lifecycle, you may not need to use Account Roles.
On the other hand, if your department has employees in specialized roles, you will want to define account roles so you can associate multiple Amity users to each account.
Note: The same user can be assigned to multiple roles.
Defining Account Roles
Administrators can define account roles in the Settings app.
To add an account role
- Click Settings in the app sidebar.
- Click Accounts.
- Click Settings.
- Scroll down to the Roles section.
- Click Add.
- Enter a name for the role.
- Click Save.
Assigning Users to Account Roles
Any Amity user can assign users to account roles.
To assign a user to an Account Role
- Open an account profile.
- Click the Edit button in the Team panel.
- Select a user from a role picklist.
- Click Save
Filtering Accounts by Account Role
Users can create views to filter accounts based on account roles.
There are two account role-related properties that you can use create various combinations of account filters.
The Role property filter can be used to find accounts for which an Amity user is assigned to the specified Account Role.
For example, if you create a view with this filter condition:
it will display all accounts that have any Amity user assigned to the "Primary Contact" Account Role.
Role Assignee property
The Role Assignee property filter can be used to find accounts for which a specific Amity user is assigned a particular Account Role.
For example, if you create a view using this filter condition:
It will display all accounts for which Daniel Lee is assigned an Account Role.