Skip to main content
Technical Account Success workflows are the structured processes that TAMs execute through SpineWorkspace. Each workflow has defined triggers, steps, handoff points, and approval requirements. Workflows produce receipts and update the shared context fabric.

​
Implementation Workflow

Trigger: Technical account created or new implementation scope defined
  1. Kickoff: Requirements gathered, architecture documented, milestones defined in Jira
  2. Environment Setup: Development and staging environments configured and validated
  3. Integration Build: Third-party connections established with health checks
  4. Testing: Validated against acceptance criteria with monitoring baselines
  5. Production Deploy: Deployment executed with rollback plan and health verification
  6. Validation: Milestone completion confirmed; technical health baseline recorded
  7. Transition: Implementation closed; account moves to standard TAM management
Approval: Production deploy requires customer sign-off and internal engineering approval

​
Technical Escalation Workflow

Trigger: Integration failure, API outage, or critical technical blocker
  1. Detection: Monitoring alerts or TAM observation flags the issue
  2. Triage: Technical Escalation Agent scores severity and maps customer impact
  3. Briefing: Context assembled: architecture, recent changes, reproduction steps, monitoring data
  4. Engineering Engagement: Jira ticket created with full brief; engineering assigned
  5. Coordination: TAM communicates timeline and workarounds to customer technical contacts
  6. Resolution: Fix deployed and validated; monitoring confirms restoration
  7. Retrospective: Root cause documented; debt items identified and scheduled
Approval: All critical escalations notify engineering leadership; customer communication requires manager review

​
Architecture Review Workflow

Trigger: Scheduled cadence OR implementation completion OR significant stack change
  1. Preparation: Architecture Agent gathers current diagrams, decisions, and known limitations
  2. Assessment: Current stack evaluated against platform best practices and standards
  3. Findings: Gaps, risks, and recommendations documented with priority levels
  4. Presentation: Review conducted with customer technical stakeholders
  5. Commitments: Agreed improvements tracked as debt items or implementation milestones
  6. Follow-Up: Progress checked at next review cycle
Approval: Architecture findings by senior TAM or solutions architect

​
Onboarding Workflow

Trigger: New technical account assignment
  1. Discovery: Technical account profile created; existing architecture and integrations inventoried
  2. Baseline: Current health recorded; monitoring and alerting configured
  3. Plan: Technical success plan with milestones aligned to customer objectives
  4. Enablement: Customer technical contacts onboarded to tooling and documentation
  5. Validation: Early technical wins confirmed; integration health verified

​
Health Audit Workflow

Trigger: Quarterly cadence OR health score decline OR proactive request
  1. Scope: Health Audit Agent defines assessment scope: integrations, APIs, debt, monitoring
  2. Data Collection: Metrics gathered from Datadog, API gateways, and system logs
  3. Analysis: Scores computed; trends compared to baselines and comparable accounts
  4. Report: Findings and prioritized recommendations drafted for customer and internal review
  5. Action Planning: Remediation items scheduled with owners and target dates