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A Glimpse into the Tenzing Technical Account Management Program

Technical Account Managers (TAMs) are our client’s representatives within the Tenzing operations team. Having an advocate within the organization means that clients don’t have to worry about managing the different elements of their Tenzing solution – the TAMs do that for them. Four fundamental principles drive the TAM team, so I’ve asked one of our TAMs, John Chabot, to talk a little bit about how each of these principles affects his day to day work.

1. Be Proactive

I think our entire organization is fairly proactive. For example, we subscribe to most of our client’s email marketing to keep an eye out for events or sales that might affect their traffic. If we notice an upcoming sale, I will typically reach out to the client to discuss the event and how we can provide support. We will talk through their expected increase in traffic and compare it to their most recent capacity assessments. If it looks like the sale might put their environment under stress, we will talk through how to avoid affecting site performance.

Learning more about my clients and their industries has helped me understand their businesses better. Toronto has some great industry meetups and attending these events has given me great insight into my clients. This week alone I’m attending a webinar on how to stay secure during the holiday season, and our team is streaming the AWS re:Invent keynote in our the office. I’m in charge of popcorn for that one!

I also promote my clients within the organization by hosting Customer Spotlights, a hugely successful program where our staff get together and the TAMs share insights into our customers. The presentations might include information on the client’s history, industry, their culture, how we support them and even their plans for the future.

2. Be Collaborative

As the clients ‘eyes and ears’ inside Tenzing, we are responsible for pooling different resources to support their needs. There are a number of meetings that we attend to ensure we are highly engaged with the rest of the organization.

We attend twice-daily service desk meetings to ensure our clients are fully represented. We make sure the service desk is aware of our client statuses and we keep everyone’s calendars updated with details of relevant events. We also review event specific procedures. For example, we recently reviewed procedures for a client of mine who is launching a new product next week. We have already reviewed the escalation path in case there are any issues. Tomorrow we’re reviewing the documentation on how to restart some of their web services. We do all of this to make sure that our teams are ready to support the customer during launch.

The TAM team also attends weekly change management meetings where we meet with Tenzing’s leaders to discuss any significant changes to our processes or client environments. It’s a forum for us to talk through any major changes with the organizations subject matter experts. We get a variety of perspectives and after discussing as a group we can be confident that all actions are in the client’s best interest. The change management meeting also ensures that all of our actions and updates are documented for future reference, keeping the entire organization accountable.

3. Mitigate Risk for the Customer

I have weekly calls with most of my clients which helps keep me engaged with their business and reminds them that I am here to help. On my call with a Tennessee client yesterday they mentioned they had seen a dramatic increase in the time it took to add new SKUs to their Oracle Commerce back-end. To address this, I was able to coordinate with our DBA and their development partner to figure out next steps.

I also try to see my clients face to face at least once a year. I am regularly surprised how much insight a face to face meeting can bring me. While visiting a client in Washington last month, I met with a broader group of stakeholders to discuss their challenges and goals. They are looking for flexible, scalable infrastructure, but when I spoke about our AWS offering they were hesitant because of the need for DDoS protection. I was able to take this suggestion back to our product team, who has since found a vendor to support this service. Tenzing can now provide a solution that will allow my client to reap the benefits of a more affordable public cloud, without sacrificing security.

4. Maximize Value for the Customer

Earlier today I checked in with a not-for-profit client out of Ottawa, Canada. I wanted to see where things were at with the shipment of a device they were going to colocate in our facility.  It was mentioned on a call last month, and I realized I hadn’t heard any updates.  They let me know that they had finally found a suitable box for shipping, so I was able to update our DSG team allowing them to prepare for its arrival. Allowing the client to provide a device they already had on hand is one of the ways we can find the best value solutions for our customers.

Just last night I jumped on a call with a concerned client who had just been informed of a last minute sale that marketing was deploying within days. He was worried that he might need to add extra infrastructure to protect site performance. By checking his most recent capacity assessment, I was able to see that the 10% expected spike from the sale was not going to require any additional capacity. Instead, I talked through some of the adjustments we could make within his environment and made a note to discuss this in our next service desk meeting.

If you’re a current Tenzing customer, I’m sure you would agree that the TAMs are an integral part of our services. If you’re not, contact us today to learn more about our TAMs and the services they support.

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