Here are a few highlights from this week's webinar.
A new TAM posed the question, "What are some things you wish someone told you about the role when you first started?"
- Have patience.
- The TAM is the most important employee.
- A NO answer needs details.
- Reviews will take much longer at first, don't worry about it.
- We tell a new TAM that they need to check How To documentation every time. Also, they need to answer 100% accurately and not assume they know how we want to see the answer.
- We ask our TAMs to write a technical analysis even on questions marked as Yes.
- Don't shortcut checks for the sake of getting it done. Accurate info is critical.
- From a vCIO who was previously a TAM, act as if all of the information that was previously documented was wrong. Go verify it.
- We intentionally alternate reviews to double-check ourselves while aligning the standards.
- If you are the first one in the role, the questions should be considered mutable with permission from management.
- If a question doesn't have a good "why asking' or "how to figure out answer", work with company to improve those.
- Improve the why asking / how to figure it out
- Look past the questions "out of the box" and find other items, perhaps even per client, that need to be checked periodically, to make those standards your own.
- Make sure that it is not a solo act. Standards and Alignment have to have company buy-in and
dedicated time. - Try not to do too much review in one visit.
- myITprocess is a living document. It needs to be gone through at LEAST twice a year to add/remove/update questions as technology and your own business changes.
- Take your time to take notes and to get familiarized with the standards library and documentation platforms.
A few other pearls:
- Continue to keep current with changing technology in order to avoid stagnation.
- Have TAMs visit customer sites/perform reviews 4 out of the 5 days per week. This will allow time for personal and professional development.
- Be clear in your offering - "No fuzzy edges! Or wire hangers. Ever!
- Continuing ed is a critical requirement for this industry.
- As a TAM, make sure you follow through with that promise if you make it!
- When members implemented our Remote Workforce Standards they encountered significantly less noise during the front of the Covid Virus.
- Make sure management communicates to clients about new TAMs coming on board to ensure buy-in
