SendGrid is committed to customer success. One important element of that is our Technical Account Management team. So what are Technical Account Managers (or TAMs) doing for our customers?

In addition to helping with the technical integration of the world’s largest cloud-based email platform, TAMs proactively monitor accounts for sending reputation and deliverability rates, they’re updated on all the latest ISP protocols, and they work directly with clients to make sure any issues are resolved as soon as possible.

Reaching Out

The SendGrid TAMs work with some of our highest-level clients to ensure their email programs are successful. One of the ways they do this is by visiting customers in person, learning more about their sending habits, providing suggestions to improve their email, and asking questions.

Below are a handful of questions our TAMs ask our clients, along with the reasons for asking them:

Are you sending different mail streams through different tools, or are you using SendGrid for your entire email program?

In addition to transactional email, SendGrid also provides a Marketing Email tool. For a lot of companies, combining the two services is an excellent way to cut expenses and consolidate their email streams to one easy-to-use, robust platform.

Have you built any internal tools that integrate with SendGrid data or do you use the UI and APIs “out of the box”?

We love learning about the cool things developers and companies build on top of our platform. Whether they’ve developed custom apps for their email program using our Parse Webhook, or they’ve designed a custom interface to show stats to their customers using our Event Webhook, we want to know about the creative uses of our tools and how we can support them further.

Do you have any product feedback on things you really like or don’t like about SendGrid? Any feature requests?

Feedback from customers is the biggest driver of new features and improvements. We love hearing when we’re meeting customer needs, but more importantly when we aren’t, so we can continue to improve the customer experience. 

What are your growth plans for the coming quarter/year?

We’re here to help guide our customers as they grow. Being a trusted advisor means providing real value as things change. By making sure we know what changes are coming, we can help our customers make the most of their email program, heading off any flawed plans before they cause issues with deliverability. 

Have you heard about the new Template Engine? Combined with our SMTP & Web APIs, you can now send personalized messages through SendGrid without developer work.

The SendGrid Template Engine allows developers and marketers to create and iterate transactional email templates. This means changes can be incorporated, and messages can be sent, without the need for developer heavy-lifting. Our TAMs are always available to help troubleshoot problems or assist with implementing new SendGrid features.

Are you using our Event Webhook? What are you doing with that data?

We recently made our Event Webhook available to even more customers by adding it to Bronze accounts. As a result, more and more people are putting the data they’re receiving to use within awesome projects. It tells you everything you need to know about what your customers are doing with your email after you send it–actionable data like clicks, opens, and spam reports. 

Do you let your customers choose the types of emails they want to receive?

We always encourage our customers to provide their recipients with a way to subscribe to only the emails they want. By providing an email preferences page you will retain more recipients than with a simple opt-out option – and your customers will be happier. 

One of the largest benefits that SendGrid provides our customers is the ability to scale alongside their business so there’s no interruption in their email program as they grow. This means that even if you aren’t ready for a High Volume or Select email plan right now, we’ll be ready when you are.

If you’d like to learn more about TAMs or other benefits of higher volume email plans, please contact us today!



Warren Duff
Warren is the Sr. Content Marketing Manager at SendGrid, specializing in email and content best practices, he develops many of the new guides you see SendGrid release as well as other pieces of content, including blogs, videos, case studies, and emails.