Account management is one of the many roles required to successfully engage, retain, and expand customer relationships. Account management often spans multiple departments including Sales, Customer Success, and Support. Account management roles are critical, but they are often supported by many other roles.
This report presents common customer-facing roles. The way in which these roles are organized and interact across organizational silos determines the effectiveness of customer engagement activities.
Technical Account Managers (TAMs) exist within many companies, but the role may not always be called a TAM. The distinguishing characteristic of a “TAM” role is technical acumen combined with account management responsibilities.