Dashboard Specialist Expectations – Europe
Last updated: January 13, 2025
Please visit the following help pages for further information on our process for new Dashboards and live builds:
Priorities
Here is the order in which new projects should be claimed:
- Live Build escalations
- Technical Expert assistance (for Seniors)
- Team projects (reservation transfers, live build collaborations, etc.)
- New Dashboards and Dashboard Checks in our local queues
- All leads in our New Dashboards queue should be claimed by EOD
- Live Builds in our local queue
- Live Builds in the global queue
Ad hoc projects can take precedence over the rest, and will be communicated accordingly.
When working on several projects at the same time, prioritize by time to live (for OB) and tier (for LB).
Personal Development and Continued Education
- Keep up to date on all Product & Process Updates
- Attend all Product roll out or Continued Education meetings and review slides, help pages, & slack posts regularly
- Complete all the necessary assignments (Setup challenge, etc.)
- When establishing your yearly development goals, prioritize our low season (July – October) to work on personal development.
- Set, update, & actively pursue challenging goals
General Communication
- Set Status when away for 15+ minutes or when working outside of our usual hours
- When OOO, set your slack status accordingly (buddy and return date). Anticipate where you will need specific coverage and inform your Manager and Team Lead.
- When sick, warn your Manager before the start of the working day and set your slack status accordingly (buddy)
- Respond to posts, tags, & DMs within 30 minutes
- Be active in Question Queues, whether answering or posing questions
- Utilize Slack Huddles / Calls, & always provide follow-up in the channel
Work Expectations
- 1-2 OB Build per Builder per day, OR
- 4-5 Live Builds per Builder per day (mix of easy/complex ones)
Please note that the guidelines above depend on seasonality and availability. We will not require this of you when the queues are low.
- Build & update Dashboards that meet established standards & best practices
- Communicate with the AE/Live Build Submitter, in public channels when possible, to ask questions, confirm details, & strategize on optimal setups
- When calling is the best solution, always provide notes of the call in a public channel after the communication
- After completing the build, always provide a detailed follow-up note to the Trainer/LB Submitter and update the appropriate CFs in Close
Expectations by Level
You will find here what is expected for each level.
Client Dashboard Specialist
- Claims an appropriate number of builds per day and completes them on time with limited mistakes
- Understands a reasonable range of standard Dashboard setups for common business types.
- Is able to differentiate between a simple error in an OB doc and a larger systemic setup issue with the OB doc
- Feels comfortable asking the AE for more information in order to complete the build in a timely manner.
Client Dashboard Specialist 2
- Frequently exceeds daily build completion expectations, either by volume or complexity (or both!)
- Known to be exceptionally responsive to AEs, trainers, or AMs for questions or collaboration related to Dashboard updates
- Contributes to the various team projects while successfully maintaining high build completion rates
- Takes on a mentoring role for new hires, showing them the ins and outs of the role and offering guidance in the first months.
- Speaks up in team meetings and leads some projects
Senior Dashboard Specialist
- Successfully manages multiple medium-impact builds at once, or focuses on a fewer number of high-impact, long-term build projects
- Is able to anticipate potential problems and proactively works to prevent them
- Has a strong influence in the onboarding process from the day of assignment onward
- Collaborates with the Trainer and AE to ensure that the client understands how their Dashboard works
- Delegates tasks when necessary
- Is able to participate in special one-off activities or projects
- Acts as a technical expert to the rest of the team and the company
Team Lead
- Monitors our build queues (new Dashboards and live builds)
- Monitors the slack channels and flags when necessary
- Ensures that the workload is split evenly
- Keeps an eye out for escalations on slack, makes sure the team handles them when relevant
- Handles big or sensitive projects and organizes the work between team members
- Offers bi-weekly optional catch-ups to the team members
- Occasionally helps the Manager with team stats (data gathering)