View the TAM Handbook homepage for additional TAM-related handbook pages.
This page provides an overview on relevant TAM leadership processes.
|Name||Region||Role||Sales Segment||TAM Segment|
|Sherrod Patching||Global||Sr Director||All (ENT, COMM, PubSec)||All TAM Segments|
|Christiaan Conover||AMER||Director||Enterprise||Strategic & Mid-Touch|
|Taylor Lund||Global||Manager||All (ENT, COMM, PubSec)||Scale|
|Chloe Whitestone||AMER||Manager||All (ENT, COMM, PubSec)||Mid-Touch|
|Christina Souleles||EMEA||Manager||Enterprise & Commercial||Mid-Touch|
|Patrick Harlan||Global||Sr Manager||Commercial||Strategic|
|Sophie Pouliquen||AMER East||Manager||Enterprise||Strategic|
|John Woods||AMER West||Sr Manager||Enterprise||Strategic|
|Jamie Reid||AMER West||Manager||Enterprise||Strategic|
|Michael Leutz||EMEA||Sr Manager||Enterprise||Strategic|
Below are some of the top processes to be performed by TAM Managers on a recurring cadence. The overall goal is to ensure the TAM Manager has a strong grasp on their team's group of customers through various data points (health, Support tickets, Onboarding objects, renewals, etc.). Resources such as Dashboards and videos are included for easy reference.
For TAM Managers, here is a short checklist to assist in the review:
Accounts are assigned at point of sale by the TAM Manager when a new Account in their region fits the criteria in TAM Responsibilities and Services.
When an Account meets the critera, the following will happen:
TAM Namefield on the C360 account page in Gainsight (only managers have the ability to edit this field)
While the SAL owns the transition-to-TAM aspect, the TAM Manager will then ensure the new account is assigned to a TAM and Onboarding has commenced.
On a regular basis, the TAM Manager should review their team's active Onboarding plays. The Onboarding plays can be reviewed with each individual in one-on-one meetings. Onboarding is measured by the time to value metrics. Consider:
On a regular basis the TAM Manager should review their team's Success Plans. At a minimum, the review should include:
The TAM Manager should then work with their team to help the TAM drive up and demonstrate value to the customer.
On at least a monthly basis, review accounts within your region for upcoming one-one-ones and the team triage call. This includes reviewing:
At least twice-monthly the TAM Manager should review their region's dashboard for upcoming renewals and review questions such as:
The TAM Manager should then work with their TAM to ensure collaboration with the GitLab team (SAL/AE, SA, and TAM) for a successful renewal.
The TAM Manager is responsible for developing and delivering a Quarterly Business Review for their team each quarter.
The following process is that used to calculate the President's Club Performance:
Final Tally: Top TAMs per team by points
Managers have the responsibility of evaluating and providing feedback on team member performance. We have resources available to help with this: