Overview
A Technical Account Manager (TAM) is a trusted advisor who makes sure you get the most out of CrashPlan's products and services. Specific benefits and deliverables of working with a TAM are outlined below.
To add a dedicated TAM to your account, contact your Customer Success Manager (CSM). If you do not know your CSM, please contact our technical support team.
Benefits
Benefits of a dedicated TAM include:
- Better strategic and technical alignment between you and CrashPlan by:
- Providing insight into CrashPlan's product roadmap
- Identifying technical and business best practices tailored to your organization
- Higher return on investment by helping you fully leverage all CrashPlan features included in your subscription
- Your own advocate within CrashPlan who:
- Escalates tickets and issues as necessary
- Coordinates within CrashPlan to increase visibility and prioritize your needs
- Assists with crisis and incident management
- Automatic upgrade to the Premier Plus Support plan which:
- Reduces CrashPlan's response time for urgent issues from one hour to 30 minutes
- Increases the number of administrator contacts available for your organization from 4 to up to 10
Deliverables
| Deliverables | Frequency | Description |
|---|---|---|
| Success plans | Ongoing | Works with you to build a customized plan that ensures you are getting the most value out of your CrashPlan products and services. |
| Status meetings |
Monthly (minimum) |
Meetings at least once per month to review status of your CrashPlan environment. Meetings typically include:
|
| Technical expertise | Ongoing | Serves as the technical and escalation point of contact post-deployment, offering guidance on best practices and recommendations tailored to your organization. |
| Customer advocacy | Ongoing | Advocates for you and your specific needs within CrashPlan. |
| Escalations / Issue management | As needed |
|
| Health check | Annually |
Conducts a comprehensive review with you, including:
|