View the TAM Handbook homepage for additional TAM-related handbook pages.
Customers who meet the following criteria are aligned with a Technical Account Manager:
It's not uncommon for a single customer to have different subsidiaries or business units with their own GitLab instances and contracts. In effect, each of these separate entities behaves as a separate customer from the perspective of the TAM - different points of contact, different initiatives, different strategic outcomes.
When evaluating whether a customer is TAM qualifying, we consider the size of the business unit, not the total ARR of a given customer, nor the total ARR of a parent account and all of their combined child accounts.
Customer Ahas $50k ARR spread across three separate business units spending $22k, $17k, and $10k respectively. None of those is TAM qualifying.
Customer Bhas $60k ARR spread across two business units spending $53k and $7k respectively. The business unit spending $53k is TAM qualifying, but the other is not.
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.
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 accounts 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.