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Plus Support: The Inside Story

February 5, 2014

SteveM_HeadShotToday’s guest post is by Technical Account Manager (TAM), Steven Mauck. As a TAM, Steven is a senior-level support engineer who works like an extension of your IT staff, providing in-depth technical expertise, a deep understanding of your Kronos environment, and serves as your internal Kronos advocate representing your interests so that your unique needs are met. A Technical Account Manager is available as part of our Gold Plus and Platinum Plus support.

Recently a colleague sent me a link to Business Insiders “19 Hard Things You Need To Do To Be Successful.” While reading the list, it hit me that most of these “things” I actually do every day as a Technical Account Manager (TAM), especially as a TAM for a very large global hospitality company hosted in the Kronos cloud. For them and my other “Plus” customers, being successful is the only option.

The article got me thinking about my own “Top 5 hard things a TAM needs to do to be successful.”

  1. Handle the pressure of being the single point of support contact for a high profile customer, including lots of executive level scrutiny, both internal and external.
  2. Act as the liaison and internal customer advocate with Kronos Support Management, Kronos Professional Services team members, the cloud team, and my customers contacts.
  3. Keep my customers systems up and running 24/7 – making sure users are having a great experience, schedules are posted, and of course, payroll is being processed.
  4. Provide solid, validated answers, including the root causes so problems don’t happen again.
  5. Thrive in a fast-paced environment that often spans beyond the 9 to 5, and be driven by tight timelines and high expectations.

I love having customers that keep me on my toes and keep me focused 100% of the time. I give my all to ensure that they get what they need, when they need it, and how they need it. I take my job very seriously and work very hard to make sure every “t” is crossed and every “i”  dotted for my customers, and I know they appreciate it. It’s what they deserve from me and from Kronos.

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