This page provides an overview on relevant TAM Managers processes.
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:
Customer Onboarding: Customers in the Onboarding phase have been reviewed and onboarding status and notes are complete
Success Plans: Customers have a Success Plan, it is being communicated with the customer, and the TAM is using it as the guiding document
Triage and Health: Health for all TAM-assigned accounts have been updated within the last month, and any accounts in Triage are being evaluated
Renewal Review: Upcoming customer renewals have been reviewed — the TAM has updated customer health and communicated with the SAL and SA for the upcoming renewal
Accounts are assigned at point of sale by the TAM Manager when a new Account in their region fits the following criteria:
Enterprise: ARR: is > 50k ARR
Mid-Market & SMB: ARR: (is > $20k ARR) OR (>$10k ARR and qualified growth opportunity). Process described in the Commercial Handbook
When an Account meets the critera, the following will happen:
The TAM or their manager assigns the TAM by adding their name in to the Salesforce field
Once the field has been updated with the TAM name, Gainsight will fire the onboarding playbook
If the account meets the above criteria and the TAM is not assigned, Gainsight will fire a CTA (call to action) for the TAM manager asking them to assign the account. Gainsight will then 'listen' for the TAM field to be populated and will fire the onboarding playbook once the field has been updated with the TAM name
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.