The TAM is critical to our ongoing success with our customers and the customer must feel that we are an extension of their team. The primary role is to delight and retain existing customers going into renewals. The TAM leads customer success initiatives, keeps the company focused on customer outcomes through ongoing collection and analysis of data and feedback, and turns this into onboarding and retention strategies as well as informing the product roadmap. The TAM is involved in all aspects of support, account management, onboarding, and training.
Primary responsibilities include:
Understand customer outcomes by regularly communicating with customers and analyzing available metrics.
Represent the voice of the customer to provide input into the core product, marketing, and sales process.
Serve as the primary contact after initial onboarding, including ongoing training of platform end users, as well as the escalation point for post-launch support.
Communicate new releases and product enhancements with customers.
Collaborate with the engineering and development team for ongoing configuration of the platform as per customers’ requirements and troubleshoot technical issues raised by customers.
Gauge customers’ levels of engagement with the company and product and provide feedback to the other teams regarding product and service improvements.
Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow the customer base.
Provide customer support and data validation services as needed to support company goals.
