At SBT we strive to not only be the best resource for our customers' support needs, but to also be our customers' trusted advisors. To that end, we are constantly looking at and evaluating, not just your environment, but how that environment is meeting your business needs. We track how your support tickets are trending to look for areas where risk can be mitigated and we look at how your current technology is impacting your ability to function on a day to day basis. Additionally, we look at where your business is going and we work to position your technology to meet those future needs.
The Technical Account Management (TAM) function is the glue that holds theAnnual IT Managed Services Plan together. The TAM is responsible for ensuring that the end-to-end process required to implement a successful managed services solution are in place and capable of meeting the client service level requirements. The TAM acts as the client advocate to our Network Operations Center (NOC) once the solution is deployed, providing ongoing oversight of services and ensuring that any issues that are not resolved within the NOC are managed in conformance with the Service Level Agreement. The TAM has access to every incident through the use of sophisticated online tools and remains in constant contact with the client when incidents occur. The TAM coordinates onsite delivery of highly trained and experienced technical resources when those resources are necessary to resolve a problem that cannot be resolved via remote access. The TAM is responsible for quality of service and client satisfaction. The TAM function is critical to the success of the SBT Partners-client relationship and is responsible for obtaining overall client satisfaction.