The short version: really well and I will apply the next opening to be a Technical Account Manager (TAM) should one appear.
The longer version: It was a great experience. I had a decent idea what a TAM did but I learned a helluva lot of other things they do. I’ll get one thing clear, I never thought these people had it easy, more the opposite which I was mostly correct about. Now why do I want to be a TAM? The position is a good mix of tech, case management, writing, investigating, researching, coordinating and it’s all wrapped together with diplomacy. When I had a discussion about applying again for the engineering gig under Wil (the earlier backfill spot I did in November 2011), this manager said TAM is the ideal job he saw me in. I was more flattered while I know my peers would be insulted. He said what TAMs often due played up to my core strengths, hence, it’s why and other technical-based managers under the Enterprise endorsed me. As I’ve been saying to the team for over a year, being polite, consistent, reliable and communicative can soothe over being “right.” Technical prowess always matters; I myself strive for tech perfection because no one likes a fraud in this line of work. Being a jerk or having poor soft skills leads to avoidance, especially with customers; no one wants a correct answer if it’s a berating experience.
The regular TAMs were generous with their time: Chip, John and Kelly. Each had different perspectives as well as specialities to show me. I kept pretty busy since I was representing a whole department. If I choked, the TAM boss would probably never consider another phone-based employee for a long time; it was the assumption I operated under. I felt it was wise. It was (read on). How did I keep busy? I made phone calls and sent e-mails to the accounts for Mike, the guy I was covering. I assisted the other TAMs by loaning my knowledge of the phone team’s operation procedures. I even squeezed in my Server expertise on something once or twice. The time went by quickly in a good manner.
On the day Mike returned, I was able to bring him up to speed in an hour and went back to being Sr. Specialist.
Was I bummed? Not at all. The job I do have rarely has a dull moment. Besides, I am in the process of interviewing for two different support engineering roles. The TAM rotation boosts my chances.
It all came to a happier ending Friday. The TAM boss, Jeff, sent me a thank-you letter. I’m a sentimental type of person. In this age of SMS, e-mail, e-cards, blah blah, whatever; I prefer paper-based stuff like letters and cards. There was another token of appreciation present which was icing on the cake. I thanked Jeff immensely on this but told him to expect to see my name in the resume pile should the TAM group expand.
Meanwhile, I want to thank everybody who made this all possible, including any of you readers, comment posters and/or observers. I couldn’t have done this without your support for the last three years.