The 3 P’s of Technical Account Management

& Perspective

Intro

TAMs or Technical Account Managers are a rare breed of professionals who love being in front of customers and solving technical problems. This characteristic is highly sought after for most product based companies that require a human touch to help enable new use cases and drive platform adoption (which increases retention).

But this is easier said than done. Within the context of B2B SaaS or business to business software as a service, where the same product can be integrated and used in many different ways across different industries and markets, how might we help TAMs navigate through the complexities of providing professional services in different organizations and set them up for success?

To address this challenge, I’ve been thinking about a simple framework based on my own experience as both a TAM manager and an individual contributor. In my opinion, to thrive in this role, this requires mastery of what I consider to be the 3 P’s of Technical Account Management: People, Product, and Process.

There’s also the honorable mention of a fourth P — Perspective — which is the glue that holds this framework together since the 3 P’s are applicable to both how your company operates (internal) and how your customers’ company operates (external)…