Change is a constant aspect of everyone’s lives. The more we experience, the more we learn and evolve. As I look back over my years as a VMware Technical Account Manager (TAM), I see that evolution in sharp focus, not only in the technology that we engage with but also in the way I work with my customers’ teams.
Just as in 2017, my goal has always been to provide best practice guidance, identify opportunities to optimize my customers’ VMware solutions and help them plan for technology transitions. That focus of helping my customers manage their challenges has evolved into more than just a role at the company. It has become an addictive level of success that I want to achieve, for myself and for them. The more I’ve learned, the more I’ve been able to help and guide my customers toward their goals.
The evolution of engagement
Interacting with customers is one of the biggest changes I have seen since starting in 2017. The pandemic suspended all customer on-site visits, so all meetings moved online. While I was familiar with Zoom and Teams meetings, doing it all day, every day is something else altogether.
The amazing thing is that most of my customers do not want to go back to in-person meetings. They really enjoy the online format. A bonus to all these video meetings is that other teams within my customers’ organization are joining. I have virtually met more people via Zoom and Teams than I ever did during in-person meetings. That’s a big win for all of us! Engaging with more stakeholders allows me to better understand their points of view and objectives, which allows me to be more effective at helping them achieve their goals.
Change is the only constant
Technology is constantly innovating. Four years in IT is almost an eternity. The main emphasis in 2017 was to run as efficiently as possible and automate the last line out of every repetitive task. Efficiencies and automation remain essential, but now, current initiatives are cloud-centric (private and public), security and containers.
If you think that containers and clouds are still miles away, think again. Most of my customers are engaged in more than one initiative with cloud and cloud services, like containers and SaaS. No one adopts technology for technology’s sake. Customers are constantly looking for ways to be more agile and fast; two imperatives in today’s customer market.
Yet, all my customers still have their own on-premises infrastructure. Balancing acts are a challenge for every IT department. Just like with old-school outsourcing, moving to the cloud does not mean you are done managing your environment. Instead, the cloud transforms how you manage your environment.
Then, there is the matter of intellectual property (IP) and security. Some customers are opting to keep their most precious data in-house, and they look to their TAMs for guidance on how best to manage the balance between the environments.
As a TAM, I meet my customers wherever they are in their journey. My role is to know where the customer is and where they want to go, so I can help them plan a path to their future state and optimize their environment in the process.
Reality check
Every company’s IT evolution is different. It’s my job to support them to find and navigate the correct path for their journey. Complications can arise from anywhere. Silos in your organization are not ideal, multidisciplinary teams are a must, and multi-cloud, Kubernetes, network virtualization and automation are top initiatives. This is quite a list!
It’s no surprise that not every company has ticked all these boxes yet. Some jump headfirst into containers and cloud, others take baby steps. As a TAM, I have a unique perspective on the matter. I typically support more than one customer, which allows me to see what works and what presents bigger challenges. With that knowledge, I can help select the best use case, avoid pitfalls and guide my customers to successful outcomes.
Obviously, no one TAM can know it all. But at VMware, I’m never alone. I have my team of TAM colleagues to back me up. The TAMs I have the pleasure of working with have a wide range of expertise, both in the technologies and in various industries. VMware has TAMs who specialize in virtual cloud network, digital workspace, multi-cloud and app modernization. If I don’t know the answer, the chances are high that one of these experts does.
Be present-focused and future-minded
Reflecting on 2017 and how my job and the field has progressed since then, all I can say is that it’s been quite a ride. Today, I spend much more time in front of my camera than I could have ever imagined. Yet strangely enough, I am meeting more people than ever before. Topics have changed significantly as has the technology. The IT landscape has never been more challenging, and there is more to come.
The TAM service at VMware keeps growing. More and more organization leaders realize they need support from a person who has their best interest in mind and brings outside expertise and perspective. TAMs provide that support, knowledge, reports, best practices and advice. My success, like all TAMs, is directly tied to my customers’ success.
Personally, I hope that I can go and visit my customers in person again. That is a change that I am looking forward to.
One thing is certain: There never is a dull moment during my day. If you don’t have a TAM (and you really should), learn more about VMware Technical Account Management Services and how TAMs help customers continuously realize value from their VMware investments.
