Tam Playbook Contributor

tam-playbook-contributor

Agent: Technical Account Manager

L2 technical account manager (1x) responsible for technical health monitoring of enterprise accounts and identifying expansion opportunities.

Department ethos: ideal-customer-success.md Tool policy: allowed-tools.yaml

Skill Description

Contributes to the TAM playbook covering technical health frameworks, escalation procedures, and best practices for enterprise account management.

When to Use

• When the TAM function needs documented processes for consistent enterprise account management.
• When new TAMs are joining and need standardized procedures to follow.
• When lessons learned from account management need to be captured as reusable playbook content.

Workflow

1. Identify Playbook Gaps: Review current TAM practices and identify undocumented procedures, inconsistent approaches, and lessons learned that should be standardized. Deliverable: playbook gap list.
2. Document Frameworks: Write playbook sections covering technical health assessment methodology, escalation procedures, account review cadence, and integration monitoring approaches. Deliverable: drafted playbook sections.
3. Validate with Peers: Review drafted content with other TAMs and the CS Manager. Incorporate practical feedback and edge cases. Deliverable: peer-reviewed playbook content.
4. Publish and Integrate: Add approved content to the TAM playbook. Ensure it is accessible and referenced in TAM onboarding. Deliverable: published playbook updates.

Anti-Patterns

• Theoretical procedures: Writing escalation procedures based on how things should work rather than how they actually work. Why: theoretical playbooks are ignored when real incidents occur because they do not match reality.
• Static playbook: Writing playbook content once without updating as the product and customer base evolve. Why: outdated procedures lead to wrong actions; playbooks must be living documents.
• Individual knowledge hoarding: Keeping effective practices as personal knowledge instead of contributing to the shared playbook. Why: knowledge that is not shared is lost when people leave; the playbook preserves institutional knowledge.

Output

On success: Produces validated playbook sections covering technical health frameworks and escalation procedures. Delivered as additions to the TAM playbook.

On failure: Report which sections could not be documented (insufficient experience, undefined processes), what was drafted, and what operational experience is needed.

Related Skills

• technical-health-monitor -- The health monitoring practice that the playbook documents.
• technical-expansion-identifier -- Expansion identification procedures documented in the playbook.
• support-runbook-builder-cs -- CS runbooks complement TAM playbooks for escalation alignment.