All Blogs
MSP Minute
Posted
July 6, 2021

The Four Ways Technical Account Managers Can Supercharge Your MSP

Denes Purnhauser

One of the reasons that most MSPs struggle with scaling their businesses is the complexity of their business models. In this MSP Minute, Denes breaks down the four ways that Technical Account Managers are key in reducing these complexities and how they will help you scale when hired into your team.

One of the reasons that most MSPs struggle with scaling their businesses is the complexity of their business models. In this MSP Minute, Denes breaks down the four ways that Technical Account Managers are key in reducing these complexities and how they will help you scale when hired into your team.


Many MSPs struggle to scale up. If you see the numbers, and if you see the complexity, the business model of being a managed service provider is high. However, reducing this complexity is the key to scaling your business. And a Technical Account Manager is one little lever for this that not all MSPs are leveraging. That’s why we’re going to define the purpose of a Technical Account Manager and how they work together with a vCIO.

So let’s go through the four different elements that Technical Account Managers can bring to the table to help with scaling your MSP.


1. Resolving Lack of Asset Ownership for Clients

One of the biggest hurdles you may have as an MSP is that you’re not controlling each and every part of the managed environment you have because your clients are making decisions on what they purchase.

You have influence, of course, but they’re going to make the ultimate decision and they’re owning the devices. Meaning, you’re just basically servicing somebody else's device, and it's hard to make sure they’re either purchasing or have the assets you want to use or that's easier to use.


2. Resolving the Standardization Challenge

If you’ve identified policies for your stack standards and you have a process in place, a Technical Account Manager is able to start reinforcing those standards with your clients whether it be through quarterly business reviews, IT strategies or development roadmaps.


3. Resolving Conflicts of Interest

Many MSPs don’t want to admit that they have a conflict of interest with their clients when recommending items, devices or billable advisor services. Why is this a problem? Many times when you get pushback from a client it’s similar to what happens when you get an oil change at a local dealership —  you know that they want to put the most expensive oil in your car and you don’t know whether you actually need it or any of the other things they try to upsell you on.

With clients, they may also be second guessing what’s actually needed in their environment and this is where the conflict of interest comes into play. However, a Technical Account Manager can help build the trust that’s needed to strengthen your client relationships.

4. Resolve the Project Utilization Swings

There always seems to be problems with project utilization. You create a lot of projects, you go through sales and everything, and then everyone gets busy and you forget to sell. You forget to go to the clients and farm projects, and all of a sudden, all the projects go out and you have to run after them.

With a Technical Account Manager, they can actually line up those projects properly and be able to give you better utilization.

So think about those four problems: lack of asset leadership, standardization, conflict of interest and utilization swings. If you’re going to address those problems, slowly but surely the ability to scale is going to be tremendously higher.

Warranty Master has changed its name to ScalePad! Watch our announcement video.