View the TAM Handbook homepage for additional TAM-related handbook pages.
Customers who meet the following criteria are aligned with a Technical Account Manager:
Commercial (Mid-Market and SMB) customers are eligible for a TAM based on varying factors, such as tier, ARR, and potential for growth. The TAM will work with their aligned Account Executive to determine which accounts to prioritize.
There are various services a Technical Account Manager will provide to ensure that customers get the best value possible out of their relationship with GitLab and their utilization of GitLab's products and services. These services typically include the following. Please note this list is not definitive, and more services may be provided than listed or some may not be offered, depending on the size and details of the account.
It is also possible for a customer to pay for a Technical Account Manager's services in order to receive priority, "white glove" assistance, guidance and support as well as more time allocated to their account on a monthly basis. There are also additional services a Technical Account Manager will provide to the services listed above.
As part of GitLab's paid time off policy, team members are encouraged to take time off. When a TAM is out of office, they should rely on their SALs and SAs to lead any customer meetings or respond to requests. Make sure your SAL and SA know in advance that you'll be out and for how long so they can be prepared.
For any specific customer needs (escalating tickets, logging issues, etc.), the TAM should rely on the SA, while the SAL can help with higher-level items.
It's acceptable to cancel or reschedule a weekly cadence call, unless there is an emergency, in which case the SA will help out.
It's possible to ask another TAM to cover for you as well, but they likely don't have the same context as an SA so may require additional briefing and introductions with the customer before you leave.
If your acccounts don't have an SA, you can decide if it would be better to rely solely on your SAL or to bring in another TAM for support, but be sure to arrange coverage in any circumstance and to follow our PTO communication guidelines.