Technical Support Account Management
Tenable Technical Support Account Managers (TSAMs) are responsible for the overall technical success management and program management of a customer’s account. A TSAM will marshall resources internally and externally to deliver customer delight with Tenable’s product suite. A TSAM works closely with each customer to understand issues, needs and success blockers in order to ensure successful outcomes.
Customers benefit from knowledge transfers on engineering solutions with Tenable products. A TSAM can help a customer more quickly meet the key performance indicators (KPIs) set out in their program. A TSAM is also responsible for sharing their break/fix knowledge, empowering customers to troubleshoot issues in an efficient manner.
|Does a TSAM do this?
|Post-sales deployment expertise
|Early access to releases
|Intimate knowledge of customer environment, network topology, assets, deployment locations, and deployment schedules
|Regular touchpoints with TSAM
Post-sales deployment expertise
A TSAM will work with a customer in the post-deployment phase to help ensure that their Tenable product suite is meeting the requirements and success criteria of their exposure management program. In this stage, a TSAM may provide architecture suggestions, hold best practices discussions and work with a customer to jointly develop a strategy that meets the customer’s overall needs.
Early access to releases
A TSAM work with their customers to involve them in early access (EA) programs tailored to their exposure management program’s unique needs.
Intimate knowledge of customer exposure management program
A TSAM is responsible for becoming familiar with their customer’s environment and their exposure management program. This includes understanding their asset count, scanning cadence, high-level network topology and geography. A TSAM will also become familiar with use cases involving integrations with Tenable products, the processes that drive them and the success criteria they’ll use to measure their overall exposure management program.
Regular touchpoints with customers
A TSAM is responsible for developing relationships with key stakeholders at the customer’s organization. The TSAM will meet weekly or bi-weekly with these stakeholders to discuss account-related needs and actions. Through these established relationships and touchpoints, the TSAM can leverage their own resources to help break down success barriers for a customer. These barriers may include but are not limited to:
- Understanding how best to solve a problem using existing features/APIs
- High-impact support tickets
- Required features that would ease the program’s burden
- Increasing the footprint of a complex deployment