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TAM: it stands for “Technical Account Manager” and “Success”

Greg Park
Posted by Greg Park Vice President Professional Services and Customer Care Tuesday, December 11, 2018 - 23:24

Gregory Park joined Quadient in 2016 and is responsible for leading the Quadient Professional Services and Support teams in the Americas. He focuses on effectively bringing long term value to Quadient’s customers by employing industry best practices with a continuous improvement mindset. Gregory has more than 25 years’ experience in the enterprise software industry focused on Payment Automation, Document Process Automation and Customer Communications in both cloud and on-premise based solutions. Gregory holds a degree in computer science from the University of Maine

Customer Experience Update
Success

Whenever an organization commits to implementing a new IT solution they do so with the goals being seamless integration with their existing infrastructure, attaining the results they envisioned and optimizing their return on investment. In most cases these goals are achieved while in the hands of an organization’s internal IT resources. However, sometimes the addition of an individual well-versed in the chosen solution is required to reach project success.

 

Lack of Skills

 

At Quadient, we recognize this fact, which is why all of our customers have the option of engaging a Quadient Technical Account Manager (TAM) to assist them with their Quadient solution.

 

What is a TAM?

A Quadient Technical Account Manager (TAM) works with the client to help them maximize the value they receive from the Quadient solution they are deploying. The TAM acts as a liaison between the organization and Quadient, facilitating communication, ensuring the right stakeholders are involved, advising on best practices and accessing resources necessary to achieve the expected outcome. 

 

How the process works

Since the TAM is serving as a liaison between the organization and Quadient, the first order of business is to document what the client’s key business objectives and technical requirements are.

 

When this documentation is completed and verified by the client, the process moves forward. From here the TAM is involved in four critical stages:

Implementation

 

Here is how the TAM can impact each of these stages:

 

Stage 1 - Implementation and go-live

The TAM offers an added layer of support during this phase, maintaining visibility of the project, taking and sharing notes and working closely with the project team. By monitoring progress against the implementation objective, the TAM can help drive the project toward completion.

 

Stage 2 - Solution Adoption

During the go-live portion of the project, the TAM works on the client’s behalf to align resources across Quadient to better support the project. They include technical expertise, process experience and direct access to all of Quadient’s resources. The purpose of doing this is to assist the client in quickly solving issues, increasing efficiency and minimizing business risk.

 

Stage 3 - Updates and Renewals

With the TAM as part of a client’s IT team, the client will always be apprised of new versions of the Inspire CCM platform as they become available. This will ensure the client stays one step ahead with training (if required) and renewals.

 

Stage 4 - Solution Expansion

With the fastest release rates in the industry, new functionality is being added to the Inspire CCM platform on a regular basis. By having a TAM as an integral member of their team, a client’s IT staff will be one of the first to know about the latest updates to the Inspire CCM and how those updates can align with their organization’s business objectives.

 

Is a TAM really necessary?

If your organization is one that values expertise, efficiency and quick uptime, then “yes” adding a TAM to your IT group is a worthwhile endeavour.

 

To illustrate this point here are two abbreviated, real-world case studies to consider.

 

In scenario number one, the client was in the midst of an ICM deployment. They were experiencing difficulties deploying ICM Packages for a critical line of business and the clock was ticking—they had a strict deadline to meet and postponement was not an option. The troubleshooting required was extensive. The client did not have the resources to execute it on their own. The task was assigned to the TAM. Running extensive testing during off hours, the TAM was able to determine the root cause, address it and keep the project on schedule.

 

In situation number two, the client was having performance issues with Quadient’s Inspire CCM platform. While the support analyst concentrated on troubleshooting the Inspire CCM platform, the TAM investigated whether the issue might reside outside of the Inspire configuration. The TAM and the Quadient team set up a locally configured version of the server to simulate a load balancer and were able to identify and quickly resolve the issue.

 

When it comes to standardizing on Quadient solutions in order to propel the customer experience and deliver efficiencies in IT infrastructure, a Technical Account Manager from Quadient is uniquely positioned to make it happen, and make it happen on schedule.

 

Find out how a Technical Account Manager (TAM) from Quadient can help you enjoy a successful transformation. Download our brochure, “The Quadient Technical Manager—Your Partner in Success!”