Functional Account Management

Functional Account Managers (FAMs) are "the face" of Journey Mapping to our customers.  Companies buy Journey Mapping Premium Support to ensure they are making good use of their EWM investments and can get easy access to the requisite subject matter expertise when they need it.  Each Journey Mapping customer is assigned a FAM.  The FAM's job is to learn the customer's environment, anticipate business needs, and exceed expectations.




 


The FAM will help them schedule training for their staff, refer them to sales reps for product purchasing, bring in other members of the Premium Support team for proactive work and collaborate with JMAS support staff on reactive cases opened for any issues the customer has.  Basically if the customer needs something at Journey Mapping, the FAM is the one they call to help get it.
 
Consistent with the entire Journey Mapping approach to Advantage Architecture & Premium Support, the FAM is a key differentiator that earns the "trusted advisor" role and effectively communicates the realized value of Journey Mapping Premium Support through quarterly reviews with the customer.

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