AASHTOWare Project™ Account Manager Roles & Responsibilities

May 29, 2023

Every AASHTOWare Project™ License includes a dedicated Account Manager to help answer questions, provide resources, and help agencies achieve their goals. The AASHTOWare Project Contractor, Infotech®, assigns an Account Manager (AM) to be one of your greatest resources as you navigate your usage of AASHTOWare Project. As your main point of contact, your AM helps coordinate key conversations around agency-funded support. In this article, we’ll provide an overview of the areas in which your Infotech AM can provide assistance.

Account Manager Roles & Responsibilities

Communicating between agencies and cross-functional internal teams

When an AASHTOWare Project agency has a technical question or a legal concern, the AM is responsible for coordinating and facilitating conversations between the agency and the appropriate internal team at Infotech. Your AM should act as your main point of contact for agency needs. While other team members will be involved in order to deliver the best possible support, the AM is typically the one communicating directly with the agency.

Additionally, your AM may schedule onsite visits when necessary to help explore a pressing issue, plan for an upcoming implementation, help facilitate technical training, etc.

Collaborating with agency End User Designees (EUDs)

An agency’s End User Designee (EUD) has a wide range of responsibilities related to the usage of AASHTOWare Project. AMs work with EUDs to provide assistance and information about how the EUD role is fulfilled, as there is currently no formal training for EUDs. The EUD and AM are involved with any process requiring agency service unit funding, such as work orders, change orders, TMR, or enhancement funding. Additionally, EUDs and AMs will often work together to arrange meetings with key agency stakeholders.

Supporting Call Ticket (CT) assistance

When an agency submits a support request to Infotech, the customer support team opens a Call Ticket (CT). A subject matter expert is assigned to the CT and an email is sent to the customer acknowledging their support request, providing the assigned CT number and the name of the support rep that will be helping them. However, while the customer support team has all the expertise necessary to provide support, AMs often work with the agency and the support team to provide additional context, business value, or help with troubleshooting. AMs are copied on all CT submissions for AASHTOWare Project modules.

Facilitating conversations around agency-funded support

On occasion, the customer support team may determine that the support request is for an issue that goes beyond the generic application, such as an issue with a custom agency report, a custom process, or a software code modification to the source code. In these instances where AASHTO does not cover the cost of support for non-generic application issues, the AM may work with the agency to create a Supplemental Support agreement. Because AMs have relationships with multiple agencies, they can also help identify opportunities for joint development.

Updating key reports for aashtowareproject.org and the Project Task Force (PTF)

One of the more straightforward responsibilities of the AM is ensuring that the Implementation Status Matrix (ISM) is consistently updated on aashtowareproject.org. This report allows agencies to see where other AASHTOWare Project users are along a licensing, implementation, and production timeline. AMs are also responsible for updating the Quarterly PTF report prior to each quarterly PTF meeting. This report provides a status update to the PTF of the agencies that are most notable in issues or activities during the previous quarter. AMs also periodically validate aashtowareproject.org user credentials by polling the agencies.

Where can I find my Account Manager?

You can find that information easily on aashtowareproject.org! Log in and navigate to Community > Infotech Account Managers. From there, you’ll see an overview of AM responsibilities, a map of AM territories, and a list of assigned AMs with contact information.

If you have any questions about working with an Infotech Account Manager, the best person to ask is, well, your Infotech Account Manager!