Technical Account manager

* Align the customer's business goals with the VMware/Nutanix product roadmaps. They tell the customer what they should buy or upgrade next year, not just today.

* Periodically audit the environment to ensure it follows Best Practices. They look for ways to save money (e.g., rightsizing VMs to save on licensing).

* Create a formal Success Plan that tracks the customer's ROI (Return on Investment) from the software.

* When the RE is stuck on a tough technical case, the TAM pushes the support managers at VMware/Nutanix to assign higher-level developers or faster response times.

* If the customer needs a feature that doesn't exist yet, the TAM talks directly to the Product Managers at the principal company to lobby for it.

* For major outages, the TAM ensures the customer receives a high-quality RCA report and a plan to prevent it from happening again.

* The TAM prepares and presents reports to the customer's executives (CIO/IT Director), showing the health of the environment and the value provided.

* They track Technical Debt (old software versions, end-of-support hardware) and warn the customer before it becomes a crisis.

* The TAM usually supervises the Resident Engineer's output, ensuring the RE is focusing on the right priorities for the customer.