The document describes Riverbed's Technical Account Manager (TAM) service, which provides a dedicated advisor to help customers maximize the value of their Riverbed solutions. The TAM acts as a point of contact, helps improve adoption and performance, and ensures solutions continue to meet business needs as infrastructure changes. Activities include operational assessments, knowledge transfer, and strategic roadmap guidance. The flexible engagement models allow customers to receive support tailored to their unique requirements.

1. Expect More Value. Get More Value.
Technical Account Manager Service
Riverbed Professional Services
10/14/2014
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2. Situational Analysis:
Does this apply to your organization?
We need a go-to point of contact at Riverbed
who can help us resolve technical issues faster
AND ensure our business objectives are being
met with Riverbed solutions.
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3. Situational Analysis:
Does this apply to your organization?
We’re sure our Riverbed solutions are
performing as expected. We just don’t know
how to capture and communicate the full
business value we’re experiencing as a result
of our investments.
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4. Situational Analysis:
Does this apply to your organization?
We’re evaluating additional products from the
Riverbed Application Performance Platform.
But to help build our business case, we need to
get more value from what we currently own.
How can we improve adoption and
performance?
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5. Situational Analysis:
Does this apply to your organization?
We need to be sure our Riverbed solutions
continue to perform as our infrastructure
changes. We also need to know how our
current technology investments can help us
prepare for future IT projects.
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6. It’s All About Getting More Value
You Need: Which Provides: Value Added?
A Designated Point of
Contact
Help Capturing and
Articulating ROI
To Enhance Solution
Adoption
To Discover New
Solution Use Cases
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Timely resolution of support issues and
quick access to more Riverbed
resources
Confidence that business objectives are
being achieved
Faster ROI and improved performance
for critical business apps and services
Maximum utilization and value of
Riverbed solutions already in use





7. Expect More Value
Get more value – immediately and
consistently – with the Technical
Account Manager Service.
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8. Riverbed Technical Account Manager
In conjunction with the Riverbed sales team, the Technical Account Manager (TAM)
Service provides a dedicated advisor who partners with you for the strategic
development and evolution of your Riverbed solutions portfolio.
 Designated advocate
inside your organization
and at Riverbed to
accelerate progress,
improve visibility, and
sustain success
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 Ensures you get maximum
value from the entire
Riverbed platform by
focusing on solution
adoption and utilization
 Addresses continuous
improvement opportunities
across your IT operations
and business processes

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TAM
Knowledge
and
Experience
TAM Overview
Designated point of contact into Riverbed for all business and
technical matters
Customer
Requirements
Enhancements
Challenges
Timelines &
Milestones
Projects
Successes
Riverbed
Project Management
Engineering
Technical Support
Partner Ecosystem
Subject Matter Experts

10. Why Use the TAM Service?
Fast-track
Results
• Get the product capabilities you need – delivered the right way,
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at the right time
• Resolve technical issues quicker with a designated point of
contact
Enhance
Adoption
• Expand your organization’s knowledge and utilization of key
product features
Improve
Performance
• Continuously evaluate the effectiveness of Riverbed solutions
in meeting your business objectives
Business
Alignment
• Align Riverbed technology investments to effectively meet future
business demands
Flexible
Models
• Low-cost, flexible engagement models that range from a one-day-
per-week TAM to a full-time resource to meet unique
requirements

11. TAM Service Activities
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12. Technical Account Manager:
Activities and Deliverables
Activity Description
Customer
Advocacy
• Designated point of contact into Riverbed for all business and technical matters
• Meet with stakeholders to understand challenges for business units and
application owners
• Facilitate planning and status meetings with IT staff and executive management
• Create, distribute, and present progress and executive summary reports
• Provide architecture, methodology, and support documentation
• Assure ongoing enablement and education through various types of knowledge
transfer sessions
• Ensure support cases are receiving appropriate visibility and escalation
Operational
Adoption
• Assess effectiveness of current Riverbed deployment
• Assess needs for expanded training, professional services, and support
• Evaluate organizational resource, sizing, and capacity demands
• Develop actionable strategies and a roadmap for ongoing success with
Riverbed solutions
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13. Technical Account Manager:
Activities and Deliverables
Activity Description
Monitoring and
Analytics
• Address enterprise-wide dashboard, reporting, and alerting needs
• Ensure reports and analytics are properly interpreted to support improvement
recommendations
• Track progress against business and performance objectives
• Provide self-service portal and dashboard visibility into support metrics
Strategy and
Evolution
• Identify future-state technology, as well as business and process integration gaps
• Coordinate applicable roadmap discussions with Riverbed Product Management
• Develop financial modeling to evaluate and justify new IT investments
• Develop staff and operating plans to effectively meet future demands
• Plan and track migrations of and/or upgrades to Riverbed technologies
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14. TAM Service Delivery Lifecycle
LEGEND
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15. Complements Other Riverbed Offerings for
Higher Solution ROI
Role Description Key Difference
Technical
Account
Manager
• Riverbed solution adoption and management
• Business objective performance score carding, analysis, and
optimization
• Proactive advice, knowledge, and best practice sharing
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• Account and business
objective focused
• Business experience
• On-site and remote
Technical
Resident
• Hands-on, technology-specific administration
• Dedicated delivery, monitoring, and troubleshooting of performance
on specific Riverbed solutions
• Deliverables are project based
• Technology specific
• Hands on keyboard
• Full time and dedicated
• On-site or remote
Riverbed
Advanced
Support
• Daily remote incident, problem, and support case management
• Immediate visibility to and fastest resolution of priority cases
• Dedicated TAC offering

16. TAM Case Study
Customer
Background
Challenges
• Company Description: Global designer and manufacturer of
sports apparel and accessories
• Riverbed Solutions In Use: Riverbed SteelHead™ appliances
and Riverbed SteelCentral™ for Network Performance
Management
• Determining if current infrastructure could support upcoming IT
initiatives
• Improving the use and performance of its Riverbed solutions
portfolio
Proposed
Solution
• Initial 6-month TAM engagement to help client stabilize its IT
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environment and discover new use cases for Riverbed
solutions

17. TAM Case Study
TAM
Objectives
• Complete a Riverbed product lifecycle study to assess current
performance and create an improvement plan
• Conduct informal knowledge transfer with client’s technical staff
• Assess client’s current infrastructure to see how Riverbed can support
upcoming IT projects
• Help Riverbed sales teams focus on improving customer satisfaction
• Client satisfaction has steadily increased as a result of the initial six-month
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TAM engagement
• Client has already agreed to renew its TAM engagement
Value
Achieved
Additional
Notes
• Support cases are addressed in a more timely manner
• Discovered untapped product use cases and underutilized features
• Knowledge transfer enhanced client’s utilization of Riverbed products
• Infrastructure assessment helped client validate short-term initiatives
and showcased how Riverbed products will enable those projects

18. Three Key TAM Service Takeaways
1. Get the full value from your Riverbed investment
2. Future-proof your investments against IT change and uncertainty
3. Flexible, low-cost engagement models to support unique
requirements and environments
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19. For More Information
Technical Account Manager Service:
www.riverbed.com/about/document-repository/
technical-account-manager-brochure.
html
Riverbed Professional Services:
http://www.riverbed.com/services-training/
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20. Thank You
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Confidential.