Sejin,Great question and great dialog! I've seen many different models where CSMs and TAMs collaborate to serve customers. There's one other role that (sometimes more mature) companies have, which is the CAM or Customer Account Manager. The reporting structures for CAMs (or CSMs and TAMs for that matter) vary widely company to company but generally, the CAMs' role is to own the commercial aspects of the account: the renewal and any expansion opportunities like quoting, contracting, etc.In my experience, the TAM can be a billable resource who's job is to assist the customer with technical guidance, generally a means to a outcome-oriented end. For example, in a CS platform, the customer may be trying to automate their 1:many journey and the TAM steps into advise the CS Platform Admin on the necessary configurations. TAMs are not generally day to day resources and may only be available to customers at a certain tier or as I said before, as billable resources. Then the 3rd and very important leg of the stool - the CSM is the resource who owns the "day to day" interactions with the customer. Their job is ultimately to ensure that the renewal happens and to identify expansion opportunities. To that end, the CSM brings in the TAM, the CAM, Support, Product, etc as necessary. This is my experience - curious what you have seen and/or what was the origin of the question. Warm regards,
Tanya