<aside> 👥 Scaled Technical Advisors (TA) are technical experts not dedicated to any specific customer but rather the team services a set of customers, together. This allows us to deliver a consistent engagement experience to customers via flexibility to allocate teammates based on customer needs and teammate bandwidth and allocation. Customers may not necessarily interact with the same TA, though we'll strive to where possible.

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📝 Team Expectations

Across the customer lifecycle, Scaled TAs are primarily accountable for the following:

• Customer onboarding & adoption:
  • At contract signature, our Scaled TA team will receive the hand-off from Sales and Customer Engineering (pre-sales) and conduct a lightweight kick-off with the customer.
  • End user onboarding will consist primarily of digitally nurtured campaigns with oversight by the Scaled TA while handling ad-hoc requests from the customer as needed.
  • The Scaled team will continue to monitor usage & adoption to send tailored enablement materials for the customer based on trends and milestones.
• Achieving positive outcomes: we are successful when our customers are realizing the expected value and achieving positive outcomes that are additive to their devs and business. We do this by:
  • Conducting bi-annual success planning and annual customer business reviews to ensure we're partnering together in support of their long-term success.
  • Sending new product feature announcements and beta programs to keep our customers up-to-date.
• Customer advocacy: throughout our partnership, TAs serve as steadfast advocates on behalf of our customers by:
  • Raising the needs and desires of our customers to our Product teams to continuously improve our product to deliver positive outcomes and realize the most value out of our platform.
  • Conducting bi-annual roadmap reviews and product feedback sessions with customers.