Project information

  • Name: Customer Health Score
  • Category: Business Intelligent
  • Tool: Excel
  • Company: Otter
  • Project date: Jan 2023

Project Description

The Customer Health Score Dashboard, designed under my leadership, is a pivotal tool that equips Customer Success Managers with a clear visualization of account health, churn risk, and upsell potential. This dashboard has significantly enhanced the CSM team's ability to proactively manage customer relationships, resulting in improved retention and revenue growth. It also provides team leads with a concise assessment of performance metrics, fostering targeted support and strategic alignment across the team.

Dashboard 1 - CSM View of Book of Business

This dashboard is designed to give Customer Success Managers a comprehensive snapshot of their account portfolio's health. It visually presents potential churn risks and upsell opportunities, enabling proactive account management. The Health Score section aggregates key health indicators, including order issues, payment status, and order volumes, providing an at-a-glance evaluation of each account's status and guiding CSMs to prioritize their engagement effectively.

Dashboard 2 - Team Performance Tracking

Focusing on the broader team's objectives, this dashboard maps out the performance of each CSM against current goals. This enables team leads to readily assess their team’s performance and identify areas where additional support or intervention may be required.

Key Contributions:

  • Strategic Design: Crafted the visual layout of the dashboards, ensuring intuitive navigation and meaningful representation of complex data, which aligns with my operational acumen.
  • Data Integration: Merged and analyzed data from multiple sources, demonstrating my adeptness in handling vast datasets to draw actionable insights.
  • Health Scoring System:Developed a scoring algorithm to assess account health, reflecting my analytical mindset and a nuanced understanding of customer engagement metrics.
  • Performance Tracking: Instituted mechanisms for real-time performance monitoring against team targets, showcasing my leadership in setting and maintaining high standards of team achievement.
  • Risk Mitigation:Implemented predictive indicators for churn, which underscores my forward-looking approach to customer success and my capacity to preemptively address potential issues.