TAM

The TAM role represents the Technical Account Manager.

Main purpose

A TAM works close to the customer relationship and follows support activity across assigned companies. This role combines customer awareness with broader operational insight than a normal user.

How the role fits in

The TAM sits between ordinary customer usage and internal support handling. A TAM needs enough access to understand ongoing issues, help create and track tickets, and review customer activity at a broader level.

Ticket workflow

A TAM can participate actively in ticket handling by:

• Creating tickets
• Reviewing tickets across the assigned company scope
• Opening ticket details
• Replying in message threads
• Following status progress from open work to completed work

This supports a more hands-on account management workflow where the TAM can help keep issues moving and communicate clearly with both customer contacts and support staff.

Company awareness

The role is designed around assigned companies. This means a TAM can follow patterns, recurring issues, and current workload within the accounts they are responsible for.

Reporting and follow-up

A TAM can use reporting views to understand overall support activity for the relevant customers. This helps identify trends, ticket volume, and case development over time.

Knowledge sharing

Compared with ordinary users, the TAM role has a broader collaboration focus. It can participate more directly in knowledge-oriented workflows and internal follow-up around customer issues.

Boundaries

The TAM role is not the same as support and not the same as admin. A TAM helps coordinate and monitor work, but does not own the full platform configuration.

Typical boundaries include not being responsible for:

• Global system administration
• Master-data configuration
• Full support queue ownership
• Company-independent operational control

The TAM role is therefore best viewed as an account-focused coordination and oversight role.