mittuled technical-health-monitor
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
Skill Description
Monitors the technical health of enterprise accounts including integration stability, API usage patterns, error rates, and performance metrics.
When to Use
- When enterprise accounts need ongoing technical health monitoring to prevent issues before they escalate.
- When an enterprise account reports integration instability or performance degradation.
- When preparing for quarterly business reviews and technical health summaries are needed.
Workflow
- Define Technical Health Metrics: Establish per-account metrics: API call volume and error rates, integration uptime, latency percentiles, data sync success rates, and authentication failure rates. Deliverable: technical health metric definitions per account.
- Instrument Monitoring: Set up monitoring for each enterprise account's technical integration. Configure alerts for threshold breaches. Deliverable: monitoring setup with alert rules.
- Conduct Health Reviews: Periodically review technical metrics for each account. Identify degradation trends, capacity concerns, and integration risks. Deliverable: technical health review per account.
- Diagnose and Resolve: When issues are detected, investigate root causes in collaboration with engineering. Communicate status and resolution timeline to the customer. Deliverable: issue diagnosis and resolution record.
- Report to Stakeholders: Produce technical health summaries for QBRs, internal reviews, and customer-facing reports. Highlight risks and recommendations. Deliverable: technical health report.
Anti-Patterns
- Reactive-only monitoring: Waiting for customers to report issues instead of proactively detecting problems. Why: by the time a customer reports an issue, it has already impacted their operations and their confidence in the platform.
- Monitoring without context: Tracking metrics without understanding the customer's usage patterns and what constitutes abnormal behavior for their specific integration. Why: generic thresholds produce false positives for some accounts and miss issues for others.
- Technical silos: Monitoring technical health independently of the broader customer success picture. Why: technical issues affect customer satisfaction, renewal likelihood, and expansion readiness; health data must flow to CSMs.
Output
On success: Produces technical health reports per enterprise account containing metric trends, issue logs, resolution records, and risk assessments. Delivered to the customer, CSM, and engineering as appropriate.
On failure: Report which accounts could not be monitored (missing integrations, insufficient API access), what partial health data was collected, and what infrastructure is needed for complete coverage.
Related Skills
technical-expansion-identifier-- Healthy accounts with growing usage are expansion candidates.tam-playbook-contributor-- Health monitoring methodology is documented in the TAM playbook.cs-health-monitor-- Technical health feeds into the broader customer health score.