Bird Technical Account Manager (TAM)
Last updated: 21 November 2024
A Technical Account Manager ("TAM") is assigned to the Customer and is available via email, phone calls, and remote meetings; the TAM is the customer’s primary technical point of contact for their Bird services. The TAM is contactable during designated business hours; contact hours may reasonably be expanded or contracted from time to time by Bird.
The TAM provides the following services
Assistance with ongoing planning and feature adoption for new business needs and growth
Oversight of support interactions and serves as an escalation path
Answers product-related questions and liaises with the Bird product team on behalf of the Customer for feature enhancements
Provides periodic updates on product adoption, open issues, and risks via meetings and other channels
Guidance on migration planning to help the Customer transition from an existing platform to the Bird platform
Provides feedback and information related to production incidents like impact data and root cause analysis
Provides insights on industry trends and best practices as they relate to Customer’s use of the platform
Support for channel delivery:
Set up and configuration by communication channel
General guidance on migration strategy, message segmentation, channel-specific warm-up scheduling
Triage of delivery, placement, and classification issues
Tier 1 mitigation with mailbox providers, telecom carriers, and other 3rd parties
Exclusions
The TAM does not provide hands-on technical services including writing or deploying code, creating email/HTML templates, making API calls, writing scripts, etc.
The TAM does not provide project management services for the Customer’s internal projects.
Assistance with channel delivery does not include deliverability strategy services or Tier 2 (bespoke assistance) mediation with 3rd parties.
Deliverability is not guaranteed by Bird given the great number of conditions, practices, and reputational issues outside Bird’s control.
