The readers may or may not know, that I work for VMware as a TAM. For those who do not know, TAM stands for Technical Account Manager. VMware TAM is the billable consulting role available for VMware customers who want to have an on-site dedicated technical advisor/consultant for long term cooperation. VMware TAM organization historically belonged under VMware PSO (Professional Services Organization), however, recently has been moved under Customer Success Organization, which makes perfect sense if you ask me, because customer success is the key goal of a TAM role.
How TAM engagement works? It is pretty easy. VMware Technical Account Managers have 5 slots (days) per week which can be consumed by one or many VMware customers. There are Tier1, Tier2, and Tier3 offerings, where Tier 1 TAM service includes one day per week for the customer, Tier 2 has 2.5 days per week and Tier 3 TAM is fully dedicated.
The TAM job role is very flexible and customizable based on specific customer demand. I like the figure below, describing TAM Service standard Deliverables and On-Demand Activities.
- Kickoff Meeting and TAM Business Reviews to continuously align with customer expectations
- Standard Analytics and Reporting including the report of customer estate in terms of VMware products and technologies (we call it CI.Next), Best Practices Review report highlighting a few best practices violations against VMware Health Check’s recommended practices.
- Technical Advisory Service about VMware Product Releases, VMware Security Advisories, Specific TAM Customer Technical Webinars, Events, etc.
- Technical Enablements, DeepDives, Roadmaps, etc.
- Planning and Conceptual Designing of Technical Solutions and Transformation Project
- Problem Management and Design Troubleshootings
- Product Feature Request management
That’s the reason why the TAM role is my dream job for one of the best and impactful IT companies in the world.