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Bird Technical Account Manager (TAM). Last updated: 21 November 2024

Bird Technical Account Manager (TAM)

Contents

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.