Roles for Members

The image below shows the roles that Members have with TSANet

Notes about roles:

• In small organizations, one person can have multiple roles

• The time a person spends with TSANet is small. Decision-making and integrating TSANet into existing processes are done during the onboarding phase.

Business Manager:

The Business Manager is a senior-level position within the organization that provides executive sponsorship. Example titles are (Chief Customer Officer, VP Support, VP Customer Success, and VP Partnerships). This person approves budgets and removes roadblocks for program managers.

Program Manager:

Program managers implement TSANet within their existing processes. Some examples below:

• Partner Manager adding TSANet onboarding of Partners as part of the certification phase

• Support Process integrating TSANet as part of the escalation and collaboration (swarming) process

• Support Planning, integrating TSANet into the OEM and Solution Support process

• IT Project Manager implementing the TSnet Connector within their CRM system

Key User:

The key user has a role in the operations. They are the point of contact for change management and feedback to TSANet and Program Managers. Support Managers and Escalation Managers are a good fit as a TSANet Key User.