Assigning (user) owners to accounts

Learn how to identify which user at the account owns the buying decision

Along with assigning the CSM/AE on your team responsible for an account, you can also assign a user at the account that 'owns' the account - i.e. the user that basically pays the bill for your service. Let's go over how this works and why you'll want to do this!

Specifying the Account Owner

By default, we'll auto-assign the first user at the customer to be the Account Owner. In many cases, that's accurate since the first user is likely to be the one to input the credit card that pays for your service. However, if you'd like to change this, simply do so by clicking on the owner on the customer's dashboard.

Running customer reports using the Account Owner

Ensuring your Account Owners are accurate is quite important, as we provide these columns and filters when running your customer reports:

  • Owner: Email - View and search for customers using the owner's email

  • Owner: Join date - View and search for customers using the date the owner first used your product

  • Owner: Last seen - View and search for customers using the date the owner last used your product

  • Owner: Sessions - View and search for customers using the total number of sessions seen from the owner

  • Owner: Last received message - View and search for customers using the last date the owner sent you a message. Note that this requires you enable conversation tracking in Vitally.

  • Owner: Last sent message - View and search for customers using the last date you sent the owner a message. Note that this requires you enable conversation tracking in Vitally.

Using these fields, you can run reports that show customers where the owner hasn't logged in for over a week (as an example). Naturally, you can pair this with Indicators to be automatically notified of customers with owners that start to lose interest in your product!