Technical Account Managers (aka TAMs) are a client’s dedicated partner when it comes to SaaS products. They are real people on project teams helping and guiding clients (those we call Path Admins) as they are navigating a new tool.
During a project lifecycle at Blue Sky eLearn, the Technical Account Manager is introduced as a key player that can help a client with questions, troubleshooting issues, and ensuring they have a dedicated problem-solving partner.
But let’s break that down even more… What does this really mean?
No canned responses here… nope, no way
When dealing with many SaaS companies, getting support can be a convoluted and frustrating process. A typical support infrastructure often uses canned responses and complex protocols and messaging, making clients feel unheard when they need help.
We do it differently at Blue Sky eLearn
Our TAMs want their clients to know with 100% certainty that real people are answering every single ticket that comes their way. Using thoughtful responses and screen recordings as teaching tools, our TAMs are at-the-ready to solve each problem as unique. And while Blue Sky has comprehensive documentation on “how-to-do XYZ” (especially for those clients who like to try things on their own!), there is a level of teaching and guidance that takes place in each ticket that our team handles. TAMs need to teach and apply a unique use case to each ticket because a client’s company goals are not the same across the board.
Let’s solve the problem together
When our TAMs are reading through your tickets, they become detectives. They dig through your Path site, learn about your organization, discover where there might be a gap with an application of a feature or setup, and begin to find a targeted solution for you. At Blue Sky eLearn, our approach focuses on teaching and transfer of knowledge to ensure that your Path Admins can be successful.
Our TAMs encourage testing. And while testing a solution is important, when you receive our messages, our TAMs never want you to feel lost or like you don’t have a trusted partner on the other end. Feedback and communication is key to ensure what we’re testing is working!
The TAM team’s goal is to provide you with the best solution or fix to ensure you can continue hitting your goals and helping your learners access their educational tools.
Clients choose an LMS partner to address both a learning gap and an immediate need to provide an educational tool to their members and stakeholders. There is a clear vision driving clients’ initiatives. Technical Account Mangers work to ensure you maintain the success of that initiative by having not just the right answer to a question but also the tools to execute on that vision.
About the Author:
Brittany Donnelly has been with BSE since 2020. She has over 8 years of SaaS experience in project management and client support. She loves to travel and explore all over the world with her two young boys.
Recently, Lance Simon, Blue Sky’s Senior Director of Business Development, was joined alongside George Duarte Lopez, Blue Sky’s Integrations Manager, and Liam O’Malley, Blue Sky’s Vice President of Association Solutions, to explain LMS-AMS Integration and discuss the three most common AMS-LMS integration options.
An overview of technical terms and technology concepts regarding LMS-AMS Integration:
What are the three key elements that we talk about with LMS-AMS Integration?
What is SSO?
The purpose of single sign-on according to Lance Simon, “is for your users to have one less username and password to forget.” But the official definition is as follows: “SSO is an authentication scheme that allows a user to log in with a single ID and password to any of several related, yet independent, software systems.”
Why is it important?
The terminology you may hear with SSO:
All methodologies provided below are for achieving token-based SSO:
Important questions to consider with SSO:
What is eCommerce?
eCommerce (i.e., purchase) integration is the synchronization of purchases between the AMS and the LMS. The AMS is the “system of record” in which the shopping cart, checkout, and financial transaction take place. Purchases may be reflected immediately in the LMS or upon the user’s next sign-on. The product catalog (descriptions and pricing of courses, webinars, etc.) may reside either in the LMS or the AMS.
Why is it important?
The terminology you may hear with eCommerce:
eCommerce: Important Questions to Consider
What is it?
Writeback is the process of transmitting activity completion records (courses, webinars, other activities) from the LMS to the AMS.
Why is it important?
The terminology you may hear with writeback:
Important questions to consider:
The webinar concluded with a live software demonstration of an LMS-AMS Integration, using a Path site that’s integrated with the Fonteva system. Our presenters walked through the three components of an LMS-AMS integration.
WATCH: Watch the recorded webinar here.Read Post
No matter how large your association is or how widely your members are spread out around the country and even the world, the internet has the power to keep you all connected. This is especially useful if a global pandemic prevents your regular in-person meetings and member engagements.
Maintaining an accessible and multifaceted online presence will keep all of your members interested in your association’s offerings.
Whether you want to make the most of the features offered by your membership management software, use your website to better tell your association’s story, or provide new types of online opportunities for your members, it’s always a good time to improve your digital engagement.
Let’s take a look at how you can use your association management system (AMS), website, and additional software systems to:
When the courses, events, and other programming that you offer members closely match their professional needs and interests, they’ll be excited to remain involved in your organization. Use the member information you have collected to create programming they’ll be excited to get engaged in.
Continuing education courses, conferences, live learning events, and other types of programming expand your members’ professional networks and help them grow in their careers. When it comes to developing the programming that will benefit your members most, the information stored in your AMS and other software solutions provides a wealth of valuable insight.
If your association is considering upgrading your AMS as part of your digital strategy, you can boost member engagement by choosing a system that offers:
When your association has plenty of updated information about your members, you’ll be better prepared to appeal to their interests and encourage future engagement in the process. To learn more about the data management capabilities you should look for in an AMS, check out Fonteva’s guide to the best association management software.
Among the many pieces of information your members’ profiles contain are their continuing education records. You can help them explore even more educational opportunities by offering them additional courses.
Your members joined your association because they value opportunities for professional development and growth in their careers. Continuing education courses are a valuable—and often necessary—component of that growth. Your association can facilitate your members’ continuing education by offering them courses through an association learning management system (LMS).
Whether your association is choosing an LMS for the first time or upgrading your current system, be on the lookout for features that the best LMS software solutions offer, including:
As with your association’s website or any other system your members use, effective design is essential to keeping them engaged. Test your LMS and the courses you create before offering them to your members to ensure that the user experience is positive.
Your digital strategy isn’t limited to the continuing education courses and other activities your members complete online. Use your AMS to help boost attendance at your next conference or other live events, whether virtual or in-person.
Members will be excited to meet and learn from like-minded professionals. Well-attended conferences and events help them grow their networks and encourage further participation in your association’s offerings. Use your AMS to facilitate event registration and management and increase turnout.
Your members will be excited to register for your event when the process of doing so is easy and they’re well-informed about the experience in advance. Your AMS can help:
To encourage event registration, create a marketing plan that includes automated emails, website notifications, and any additional online methods your association uses to stay in touch with members. When they’re well-informed and able to register easily, they’re sure to attend.
Selling branded merchandise in connection with events isn’t the only opportunity you have to increase your association’s revenue. Your digital strategy can help you expand eCommerce opportunities year-round.
When members want to buy your association’s products and services, the eCommerce features of your AMS should offer an easy and secure purchasing experience.
Whether you’re spreading the word about your association by selling branded merchandise or distributing continuing education courses, your AMS should be able to help you:
With plenty of options and a convenient, trustworthy eCommerce system through which to purchase, your members will be eager to take part in everything your association has to offer. Whether you’ve recently added new options to your online store or you have other news to share, you’ll want to keep your website updated so that members are always in the know.
Your members know to check your website when they want to stay updated on recent developments involving your association. Make it easy for them to find the information they need—and explore more of your association’s offerings—with an easily navigable website.
The best association websites are efficient, interactive, and versatile. Much of your material can be presented in the form of web pages, and it’s essential to keep this material updated for your members. As you evaluate your website, make sure that:
When your association’s offerings are tailored to personal and professional needs, your members will be eager to stay engaged with your association.
Reaching your members online is the most effective and efficient means of staying connected with them and encouraging future engagement. A digital strategy based on the needs and interests of your members is sure to help your association’s programming succeed. But to do so, you’ll need a dedicated membership management system and comprehensive tools to rely on.Read Post