Tanya Leigh Jansen, IST–TAM
In an effort to focus on the customer experience, IST formed the Technical Account Management (TAM) team to act as a bridge between campus customers seeking customized packages of IT services and IST service providers. TAM team members typically consult with customers, gather requirements, and work with service providers to recommend solutions. They also serve as project managers to ensure timely provisioning and delivery of services.
Customer response to working with the TAM has been positive. When asked to comment about the experience of working with the TAM in a recent co-location move to the campus data center, Kevin Heard of the iSchool said, "Having a small number of responsive individuals to work with (and having them coordinate with others so I wasn't forced to learn the details of IST's organizational structure) made this a particularly good customer service experience."
Staffing changes left the TAM without a manager in the last three months. However, after an extensive recruitment, Susan Tobes was selected to join the TAM as the new manager beginning February 4. Under her leadership, the TAM will continue to act as a bridge in putting together customized packages, and influencing future IST service offerings by conveying new customer requirements. She brings an array of abilities including communication and project management. These credentials, combined with her customer service and consulting experience, will be advantageous for the TAM, both now and into the future, as IST embarks on a new era dedicated to the customer experience.
To contact the TAM unit, please send email to
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