Technical Account Management (TAC)
Transform Client Relationships with Intelligent Account Intelligence
Technical Account Managers are the bridge between your organization and your most valuable clients. Kaman empowers TACs with AI-powered insights, automated monitoring, and comprehensive knowledge management to deliver exceptional client outcomes.
The TAC Challenge
Technical Account Managers face unique challenges:
How Kaman Transforms TAC
360-Degree Client View
All client information in one place, automatically updated:
What You See:
- Complete interaction history
- Product usage patterns
- Open issues and their status
- Contract details and renewal dates
- Stakeholder map and relationships
- Health score and trend
Automated Health Monitoring
Proactive alerts before problems become crises:
Monitored Indicators:
| Category | Signals |
|---|---|
| Usage | Login frequency, feature adoption, active users |
| Support | Ticket volume, severity, resolution time |
| Engagement | Meeting attendance, response times, escalations |
| Satisfaction | Survey scores, feedback sentiment |
| Business | Renewal dates, expansion signals, budget mentions |
AI-Powered Insights
Let AI analyze patterns across your client base:
Pattern Recognition:
- Identify accounts following similar paths to churned clients
- Spot expansion opportunities based on usage patterns
- Detect sentiment shifts in communications
- Find common success patterns to replicate
Predictive Insights:
- Churn risk probability
- Expansion potential scoring
- Support burden forecasting
- Engagement trend projection
Intelligent Knowledge Management
Preserve and leverage institutional knowledge:
Knowledge Captured:
- Client preferences and communication style
- Historical decisions and their rationale
- Key relationships and stakeholder dynamics
- Past issues and how they were resolved
- Successful strategies and approaches
TAC Workflow Automation
Automated Reporting
Generate client reports without manual effort:
Automated Deliverables:
- Weekly status summaries
- Monthly business reviews (MBR) prep
- Quarterly business review (QBR) presentations
- Ad-hoc status requests
How It Works:
- System aggregates relevant data automatically
- AI generates narrative summaries
- Reports formatted to your templates
- TAC reviews and personalizes before sending
Meeting Preparation
Walk into every meeting fully prepared:
Pre-Meeting Package:
- Recent interaction summary
- Open issues and status
- Usage highlights and concerns
- Suggested discussion topics
- Background on attendees
Post-Meeting Actions:
- Automated note summarization
- Action item extraction
- Follow-up task creation
- Knowledge base updates
Proactive Outreach
Stay ahead with automated touchpoint management:
Trigger Examples:
- No login in 2 weeks
- Renewal approaching
- New feature released
- Support spike detected
- Milestone achieved
Key Benefits
For TACs
| Benefit | Impact |
|---|---|
| Time Savings | 40% less time on administrative tasks |
| Coverage | Manage more accounts effectively |
| Proactivity | Address issues before clients notice |
| Confidence | Walk into meetings fully informed |
| Career Growth | Focus on strategic activities |
For Clients
| Benefit | Impact |
|---|---|
| Better Service | Proactive attention and faster response |
| Consistency | Same great experience regardless of TAC |
| Value Realization | Help achieving their goals |
| Trust | Feeling known and understood |
For the Organization
| Benefit | Impact |
|---|---|
| Retention | Early warning prevents churn |
| Expansion | Identify and act on growth opportunities |
| Efficiency | Better client coverage ratios |
| Knowledge | Institutional memory preserved |
| Scalability | Grow without proportional headcount |
Implementation Approach
Phase 1: Foundation
-
Connect Data Sources
- CRM integration
- Support ticket system
- Product usage data
- Communication platforms
-
Establish Baselines
- Define health score components
- Set alert thresholds
- Configure notification preferences
Phase 2: Intelligence
-
Enable AI Features
- Pattern recognition
- Predictive scoring
- Communication analysis
-
Configure Workflows
- Automated reporting
- Meeting prep automation
- Proactive outreach rules
Phase 3: Optimization
- Refine and Expand
- Adjust thresholds based on results
- Add additional data sources
- Expand automation coverage
Success Metrics
Track the impact of Kaman on your TAC operations:
| Metric | Typical Improvement |
|---|---|
| Time spent on admin | 40% reduction |
| Accounts per TAC | 25% increase |
| Client health visibility | 90%+ coverage |
| Proactive vs reactive ratio | 3x improvement |
| Churn rate | 15-25% reduction |
| Expansion rate | 10-20% increase |
Getting Started
Ready to transform your TAC operations?
- Assess Current State - Document your current processes and pain points
- Identify Quick Wins - Find immediate automation opportunities
- Plan Integration - Map data sources to connect
- Start Small - Begin with a pilot group of accounts
- Expand Gradually - Roll out to full client base
TAC Management - From reactive to proactive, from surviving to thriving