Welcome to the TeamDynamix Customer Community

We’re excited to partner with you and support your long-term success with TeamDynamix. Our goal is to make every interaction professional, timely, and genuinely helpful. This guide introduces your Customer Success Team, outlines how we’ll work together, and highlights the key resources available to you as you begin your journey.

Your First Steps as a New Customer

A few quick actions will help you get oriented and make the most of your experience:

• Meet your Customer Success Team and understand how they support you.
• Schedule your first Business Review.
• Bookmark the TeamDynamix Solutions Portal.
• Learn how to submit and track support requests.
• Join our Advisory Groups to connect with peers and stay informed.

Your Customer Success Team

After you go live with Phase 1 of your implementation, you’ll be paired with a dedicated team focused on your long-term success.

Customer Success Manager (CSM)

Your CSM guides the overall lifecycle of your relationship with TeamDynamix. They will:

• Conduct your Post Go‑Live Review
• Lead ongoing Business Reviews
• Share product roadmap updates
• Discuss renewals and contracts
• Gather and escalate your feedback

Your CSM is your strategic partner, helping you align the platform with your organizational goals.

Customer Account Executive (AE)

Your AE focuses on helping you grow and mature within the platform. They will:

• Support license expansion and site license discussions
• Assist with Enterprise Service Management initiatives
• Coordinate new product evaluations
• Connect you with add‑on services

Your AE works closely with your CSM and participates in Business Reviews.

Business Reviews

Your Customer Success Team will meet with you regularly for a TeamDynamix Business Review. These conversations help us understand your goals, evaluate your current usage of the platform, and ensure you have the tools and insights needed to succeed.

During each review, we will:

• Discuss your journey and progress with TeamDynamix
• Review your current initiatives and long‑term plans
• Share product updates and company news
• Identify opportunities to optimize your use of the platform

To schedule a Business Review, email customersuccess@teamdynamix.com.

 

Key TeamDynamix Resources

Platform & System Information

• Systems Status — Real‑time performance updates, planned maintenance notifications, and incident reports. You can subscribe via email, text, or RSS.
• Planned Maintenance Information — Details on regular maintenance windows and release schedules.
• Environments & Refresh Schedule — Information about Production, Sandbox, and Private Cloud environments.

Support & Ticketing

• Submit a Support Ticket — Available 24/7/365. Logging incidents through the Service Catalog ensures the fastest resolution.
  • Email: support@teamdynamix.com
  • Phone: +1 877‑752‑6196
• View Your Requests — Track the status of your open tickets.
• Submit a Product Idea — Share enhancement requests directly with our Product team.
• Most Frequently Requested Enhancements — Explore popular ideas submitted by the community.

Community & Engagement

• Access Community — Register to join Advisory Groups and connect with peers. Groups meet every other month and focus on specific topics. Recommended groups include:

1. Service Management
2. Asset Management
3. Integration & Automation
4. Project & Portfolio Management

• These sessions are moderated by Andrew Graf (Chief Product Officer), Charlie Carwile (Product Manager), and Brian Miller (AVP of Client Operations).

Documentation & Learning

• Knowledge Base – Solution Guides — Step‑by‑step instructions and best practices.
• Web API Library — RESTful web services for integrating with TeamDynamix.
• Resource Hub — White papers, case studies, webinars, and more.
• Demos on Demand — ITSM, ESM, PPM, and iPaaS demonstrations.
• Release Information — Details on upcoming releases and how to access the Release Preview environment.

Administrative & Account Resources

• Accounting or Invoice Questions — Email accounting@teamdynamix.com
• Manage Your Email Preferences — Customize your communication settings.
• Licensing Information — Learn about license types and permission profiles.

Events and Webinars

Stay connected and informed through our events:

• TDX CONVERGE – TeamDynamix User Summit
  Our annual client conference featuring product updates, customer stories, and hands‑on learning.
• Events Calendar
  Explore upcoming virtual and in‑person events throughout the year.