"Working closely with a TAM (Technical Account Manager) was instrumental in the process. I highly recommend."
—Diane Jaic, Sr. Business Systems Analyst, RBC
Strategic Service Tier
Your BeyondTrust implementation is a critical part of your environment. You need this investment running smoothly and configured according to best practices. BeyondTrust Technical Account Managers (TAMs) help ensure that you are receiving maximum value from your BeyondTrust investment.
BeyondTrust Strategic TAMs are resources who will partner with you to gain an in-depth knowledge of your BeyondTrust environment and your business operations. The TAM will become your trusted advisor and advocate within BeyondTrust, and is uniquely positioned to provide a proactive approach to the support and ongoing operation of your BeyondTrust investment.
Strategic TAMs have a focused customer list to allow for a high level of availability.
Customer Profile
You should consider an engagement with a BeyondTrust Strategic Technical Account Manager if:
You want to ensure that your solution is running smoothly, optimally, and configured according to best practices
Your IT staff doesn’t have the time to dedicate themselves to becoming BeyondTrust experts
Your BeyondTrust environment is complex, or integrated with external systems
Your organization would benefit from regularly scheduled meetings with a BeyondTrust expert
You want a single point of contact for escalations who will “own” your high priority issues until they are resolved
You want to ensure that your solution is running smoothly, optimally, and configured according to best practices
You want assistance with product upgrades
Value Add Services
Value Add Services | Description |
|---|---|
Single Point of Contact | TAMs act as single point of contact for all technical items, enhancing existing support. |
Support Incident Reviews | Up to three review calls per week of all open support incidents. |
Enhancement Management | TAMs monitor feature requests and provide updates to customers as needed. |
Escalation Management | Act as an escalation point for new and existing tickets, driving resolution internally. |
Product Announcements | Provide notification of product updates and announcements. |
Environment Profile Setup & Management | Configuration of an environment profile for streamlined support. |
Technical Product Assessment | Product assessments reviews are conducted by TAMs to analyze current usage, capture current state of production adoption and enables quicker time to value on new features and provides our customers with opportunities to establish goals for advance product utilization |
Upgrade Coordination | Coordination of software upgrades to existing deployments; product specific, utilizing internal process to inform support teams of pending customer upgrade. |
Upgrade Assistance | TAM would participate in upgrade during scheduled timeframe to ensure smooth upgrade, and ability to pull in additional resources as necessary; product specific, including after-hours, must be pre-scheduled. |
Case Management & Oversight | Enhancing existing support services by being more deeply involved in day-to-day operations. |
Health Checks | Up to two annually; depth of Health Check is determined on a per product basis. |
On-site Visits | On-site review and touch point; up to two annually (includes the Customer Success Review). |
Training Courses | Includes 1 year subscription to Success Elevated (one product). Build essential administrator skills from foundational to advanced levels that includes certification exam. |