In this blog post I will explain what a Technical Account Manager responsibilities are and the benefits of having a Technical Account Manager in your organisation.
Technical Account Managers are responsible for managing all the technical aspects of a company’s relationship with its clients. Whilst providing top-quality technical service, TAM assist in strengthening customer relationships and ensuring customer satisfaction. Sometimes, TAM may work with the product development teams in order to customise products for large sales or for individual customers. TAM might also demonstrate products to customers and explain how such product meets customers’ needs.
Whenever customers agree to purchase a product, TAM would identify and provide the support and services such customers will need so as to make productive and effective use of the products.
TAM are responsible for managing ongoing support to customers in order to confirm that the customers continue to make effective use of the company’s products. TAM monitor support requests made by customers to identify any recurring issues and recommend changes to products.
Technical account managers hold regular review meetings with customers for discussions on any problems and issues and report to other members of the account team. They analyse customers’ support needs and identify areas where the company can reduce support costs and offer improved service.
Benefits of having a Technical Account Manager
-Better strategic and technical alignment between TAM and customer:
-Providing insight into company’s product roadmap.
-Identifying technical and business best practices tailored to customer organisation.
-Higher return on investment by helping customer fully leverage all features included in their subscription:
-Customers advocate who:
-Escalates tickets and issues as necessary.
-Coordinates within departments to increase visibility and prioritise customers needs:
-Assists with crisis and incident management.