User:Jkleopfer/sandbox

= TAM Technical and Operational Training for Geico =

Overview of Geico

Geico is one of the largest private passenger car insurance company and direct writer of car insurance in the United States; []

Responsibilities and Role


 * 1.Establish and develop a good working relationship with the Geico (DSAT) and other Geico departments, IBM client, and other intersecting Internal IBM teams (Managed Hosting, Capacity, Network Operations and Engineering, and Solutioning)
 * 2 Become an advocate of Geico DSAT, make sure they continue to experience a high NPS day in and day out. Help drive operations and projects from an account standpoint, and help facilitate resources that can increase client's footprint and allows them to consume more IBM products
 * 3:*Interface with Geico teams and become the first primary contact for all issue
 * 4:*Maintain a clear channel of communication between IBM Groups, Geico DSAT team, and support groups.


 * When dealing with events, escalations or general inquiries, it is essential as a TAM to focus on customer service, as well as process information correctly, in order to make good and fact based decisions. It is important to be aware that TAM's for the most part do not implement solutions, such as performing installations or making infrastructure changes. A TAM’s major role is to support customer issues as a first point of contact that will interface with other teams (mostly technical, but other groups) that customers need to reach. TAM's are to maintain a clear channel of communication between themselves and the customer, as well as the support groups.

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Important Documentation


 * 1. Box []

Operations:

Inter Department Collaboration IBM Cloud

 * 1) Sales and Customer Success Managers
 * 2) Contacts (as of 10/03/2018) - Cory Bing (Houston) - # 713-392-7983 & Jonathan Gates (Dallas) - # 469-203-7564
 * 3) Process and Procedures
 * 4) Geico is a Managed Services Account, therefore all infrastructure is ordered by our Sales Account team