View the TAM Handbook homepage for additional TAM-related handbook pages.
One of the primary tools TAMs have to become a trusted advisor and assess and improve account health is the customer cadence call. This is an opportunity for the TAM and the customer team to sync on business outcomes, priorities, progress on initiatives, and concerns, and it is a great opportunity to bring in other GitLab team members that the TAM feels should be included (for example, Product to review feature requests and the roadmap).
Cadence calls are an important aspect of TAM engagement to continue to understand customer's evolving needs, ensure GitLab is delivering value and outcomes, unblock barriers, address issues, collect feedback, nurture relationships, and ensure the customer continues to have positive experiences.
In addition to Timeline notes in Gainsight, call notes should be saved in Google Drive, following this format:
/Sales/Customers & Prospects/A/Acme/Acme - Meeting Notes. See an example meeting notes here.
Meanwhile, when TAMs are logging calls in Gainsight, they need to ensure to copy & paste the link to the Google Doc with a simple summary of the meeting, so that it is reflected in the Gainsight Timeline but not duplicating their efforts.
The rationale for saving call notes in this manner is as follows:
Customer- Meeting Notes" allows for fast searching using Google Cloud Search for Work
At the end of each customer call any changes to customer health should be reflected in the customer's Gainsight account. You have a few ways to update the TAM Sentiment and Product Sentiment for an account's health score, described in Determining TAM Sentiment and Product Risk, the easiest of which is updating it directly when logging the call.
The below non-exhaustive list is simply suggestions for cadence calls, and other topics may be more important, so use the suggestions at your discretion.
There are two sections, General Suggestions is for topics that are good at any time, and Ephemeral Suggestions is for topics that are ephemeral, such as release-specific topics or requests from Product Managers.
These are suggestions that can be used at any time on customer calls.
These are suggestions that can be used on customer calls, but are time-sensitive. Examples would be deprecated features, requests for information from Product, upcoming release highlights, etc.