Written By: Garima Chaturvedi, Technical Account Manager
This article delves into the typical activities of a Technical Account Manager (TAM) at D2L, who advocates for clients while ensuring their needs are met efficiently. TAM, or Technical Account Manager, is a client’s strong representative in D2L. These 40 + individuals working around the globe are dedicated to facilitating smooth learning for you and your stakeholders.
The typical TAM Day commences around 8 AM, provided no emergencies have arisen beforehand. Some TAMs have worked tirelessly through the night to ensure uninterrupted client support. They kickstart their day by perusing emails, checking calendar appointments, and staying abreast of updates from clients and internal teams, subsequently planning their day's agenda, prioritizing tasks, and scheduling client engagements.
Throughout the day, TAMs engage in scheduled meetings or calls with clients, discussing ongoing projects, addressing concerns, and providing updates on open tickets, products, or services. Effective collaboration with internal teams like Sales, Product Development, and Customer Support is crucial to meet clients' needs. TAMs actively participate in internal meetings, sharing client feedback, discussing product enhancements, product roadmaps, release notes, and coordinating resources for client projects.
TAMs serve as clients' advocates within the company, ensuring their needs are comprehensively understood and addressed, whether advocating for product enhancements or PIE items, handling special requests, or escalating issues to senior management. They devote time to documenting client interactions and preparing reports on client progress and satisfaction, ensuring consistent support and communication.
At the day's end, TAMs review progress, address outstanding tasks and client issues, and prepare for the following day's activities. Continuous upskilling is fundamental, and D2L facilitates this by granting TAMs access to various educational resources through the Wave program, which includes courses from renowned providers worldwide. TAMs also partake in webinars, and self-paced or online courses, with two designated "Wave days" to focus on learning. Grow@D2L is another internal platform that keeps our TAMs updated on latest Government and D2L guidelines, policies, procedures, and products.
In a remote work environment, fostering team camaraderie is vital. TAMs engage in coffee breaks, games, and social events, both in-person and virtual, to maintain team cohesion. In the virtual world, maintaining the team’s mental well-being is crucial. These gatherings not only facilitate team bonding, but also contribute significantly to their emotional resilience. The TAM team embodies the values of Integrity, Diversity, Equality, and Awareness, promoting a just and equitable society. They actively participate in webinars and discussions on social topics to reinforce these principles.
A TAM's day entails a delicate balance of client relations, technical prowess, project management, and internal collaboration to deliver top-tier service and client support.