I'm really frustrated with our current Technical Account Manager (TAM). They haven't been helpful at all and much of their advice has actually worsened our services. It seems like they don't truly grasp our issues or how the AWS solutions apply, often just sharing links to documentation instead of providing real solutions. We feel like we understand AWS better than they do, and despite warning them about the impacts of their suggestions, things haven't improved. Given that we have enterprise support and spend over 500k a month in our department, what's the process to ask for a new TAM?
5 Answers
The best approach is to go straight to your account manager. They should take your concerns seriously and help facilitate a change if necessary.
I've had a similar experience. While my TAM was lacking, I was able to connect with someone knowledgeable from AWS by pushing for that. If you're struggling, trying to get a solutions architect involved might help as well. A new TAM may not necessarily bring the expertise you need.
Contact your account manager to get the TAM's manager's email. Just a straightforward email should suffice, as they take this kind of feedback seriously. But just keep in mind that changing your TAM might also reflect on their career.
You might want to have an honest discussion with your TAM. Request a call with them and their manager to discuss your experiences. Bring documented evidence of the issues you've faced, like ticket histories and conversations, to keep it factual. If this doesn’t yield results, escalate through your account team.
Unfortunately, TAMs can often be hit or miss, and I agree they tend to underperform. But have you thoroughly tested the recommendations before implementing them? Sometimes, issues can arise from internal decisions too.
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