Balance customer workloads.
I designed an assignment method that considers account value, renewal timing, risk, and team capacity when proposing who should manage each account.
Runs onSalesforce, Totango, Glean. Runs on Google Apps Script.
The problem
Ten small accounts do not equal ten complex ones
Ten small accounts and ten complex accounts do not create the same workload. A single-product account at $50K and a multi-product account at $500K require vastly different operational effort, but basic assignment models treat them as identical headcount. The assignment method makes those differences explicit so managers can review a proposed allocation.
What I built
Scoring accounts against capacity
I built the scoring matrix and assignment loop that balances current capacity with account needs before proposing assignments.
Input & Output
Account needs and team capacity → Proposed assignments for review
What changed
Reported outcomes
The underlying measurement data is not included in this public case study.
1,200+
Accounts assigned dynamically
4D
Scoring matrix (Volume, ARR, Renewal, Risk)
0
Reported manual spreadsheet passes required for standard rebalancing
Evidence summary
CSM Assignment Engine
The role, constraints, design judgment, and operating evidence behind the assignment model.
- Role
- System design separated mathematical scoring from the human-in-the-loop workflow.
- Constraints
- Account-count assignment hid material differences in account complexity, ARR, product footprint, renewals, and portfolio risk.
- Judgment
- A constrained greedy heuristic favored practical execution over a resource-heavy exact solver, with dynamic capacity recalculation.
- Evidence
- The inline diagram depicts Pull -> Score -> Bouncer -> Assignment -> Balance, plus ARR anchoring and new-hire handling.
See how it works
Assignment in action
Simplified illustration of the workflow. It does not show customer data or establish the reported performance.
Technical details
Systems and operating method
Connected Systems