Your Technical Account Manager – Beyond Ordinary August 24, 2015 We All Need Somebody to Lean On When Bill Withers wrote his song Lean on Me, he knew a lot about relationships. Even when we are competent and powerful, we still need others to get the job done. It is not just in the IT field where we rely on someone else’s expertise and effort. In finance, marketing, and engineering, we lean on experts and support people to help ensure our success. As a developer, you have engineers and DevOps experts to build apps and monitor code. Having people at your hosting provider who can talk tech and act as a liaison between these sales, engineering, and operations staff is critical to getting projects done smoothly since they all speak different languages. The Ultimate Team Player: the TAM When you hire a new managed hosting firm, you will appreciate working with a pro who understands your current needs and is highly technical, not someone handling support tickets. That is where the specialized support role of the Technical Account Manager comes in. Often just called a “TAM”, they are customer advocates who are highly motivated for your success, and have a unique technical and business skill set. With the full wealth of talent and resources behind them at Carbon60, our TAMs give you the feeling you can do anything. When we think of our TAMs as a kind of superheroes, we are not kidding. This person will save you time and money, streamline your IT project management, and bridge those technical and non-technical gaps needed to keep things on track. It is not just someone with the gift of gab, they understand the why and how about software development and will facilitate better performance between your team and our infrastructure. Many managed hosting firms claim to include a TAM when they do not, or only really offer one with their top packages. Carbon60’s TAMs are included in all plans and they help with: a single point of contact so you don’t have to juggle conversations and tasks managing onboarding of your project into Carbon60s hosting system helping you with maintenance and set-up tasks such as using a VPN, flushing the cache, firewall rules, or DNS entries taming the complexity of WordPress installations and coordinate the next big release learning your business and systems to get your hosting and networking issues solved fast being part of your change management process, coordinating go live and ensuring the impact of any infrastructure and security systems are considered monitors your infrastructure performance, capacity and coordinates upgrades helps you get the right technical help as soon as possible, escalates priority requests, and follows up on your tasks provides project reports on how everything did and what could be improved gives you confidence that all your issues will be resolved in a timely manner provides updates on support requests and resolutions be an understanding ear to your concerns and needs Your Carbon60 TAM ensures you are getting the most out of your hosting infrastructure. They are proactive so everything runs smoothly and will inform you of what could go wrong, how to solve it, and even better takes care of issues before they cause problems. After all, you have enough on your plate. Contact us now for a review of your managed hosting needs and to learn more about a Carbon60 TAM.
