[fullwidth background_color=”” background_image=”” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_repeat=”no-repeat” background_position=”left top” video_url=”” video_aspect_ratio=”16:9″ video_webm=”” video_mp4=”” video_ogv=”” video_preview_image=”” overlay_color=”” overlay_opacity=”0.5″ video_mute=”yes” video_loop=”yes” fade=”no” border_size=”0px” border_color=”” border_style=”” padding_top=”20″ padding_bottom=”20″ padding_left=”” padding_right=”” hundred_percent=”no” equal_height_columns=”no” hide_on_mobile=”no” menu_anchor=”” class=”” id=””][fusionslider name=”blog_small-6″ class=”” id=””][/fusionslider][separator style_type=”none” top_margin=”” bottom_margin=”” sep_color=”” border_size=”” icon=”” icon_circle=”” icon_circle_color=”” width=”” alignment=”” class=”” id=””][/fullwidth][fullwidth background_color=”” background_image=”” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_repeat=”no-repeat” background_position=”left top” video_url=”” video_aspect_ratio=”16:9″ video_webm=”” video_mp4=”” video_ogv=”” video_preview_image=”” overlay_color=”” overlay_opacity=”0.5″ video_mute=”yes” video_loop=”yes” fade=”no” border_size=”0px” border_color=”” border_style=”solid” padding_top=”20″ padding_bottom=”-75px” padding_left=”” padding_right=”” hundred_percent=”no” equal_height_columns=”no” hide_on_mobile=”no” menu_anchor=”” class=”” id=””][three_fourth last=”no” spacing=”yes” center_content=”no” hide_on_mobile=”no” background_color=”” background_image=”” background_repeat=”no-repeat” background_position=”left top” hover_type=”none” link=”” border_position=”all” border_size=”0px” border_color=”” border_style=”” padding=”” margin_top=”” margin_bottom=”” animation_type=”” animation_direction=”” animation_speed=”0.1″ animation_offset=”” class=”” id=””][fusion_text][dropcap color=”#80a34f” boxed=”yes” boxed_radius=”50%” class=”” id=””]T[/dropcap]he term vCIO (Virtual Chief Information Officer) has developed into more of an industry buzz word than an actual role within a MSP (Managed Service Provider) or outsourced IT service organization. Advertising the functions of a vCIO consultant has quickly become a tactic many MSPs use in attempts to inflate their customer offerings. However; when all of the duties and responsibilities of a vCIO are realized, are claims of providing vCIO-level technology consulting accurate or is it simply account management?
Understanding the Organizational Structure of an MSP.
As a managed service provider grows and develops, there becomes the need for a customer’s “account” to be administered. This responsibility resides with the role of an account manager, who reacts to and addresses concerns with the IT services provided. They might also be responsible for generating sales activity among existing clientele, compensated and incentivized to persuade the customer of the necessity for a specific product. This results in the client purchasing expensive hardware or infrastructure that is not essential or aligned with the initiatives of the business. This practice not only devalues technology, but also deters the client from implementing vital upgrades and security measures based on their experience of repeatedly being sold to.
Hiring an Account Manager.
Identifying the characteristics for an individual that would be successful in the account manager role has always been challenging for MSPs. Initially the belief was the role required deep technical knowledge that coincided with the services and solutions being supported. These traits were not consistent with the desired sales component of the position and didn’t include the business acumen necessary to demonstrate the value and benefit of technology. Often customers experienced confusion when an account manager assumed the client possessed the same level of technical knowledge or couldn’t accurately communicate the details, requirements, or contingencies of an IT project.
Recognizing the need to directly impact the bottom line, MSPs shifted their mentality and began searching to fill the account manager role with sales representatives. This also proved to be problematic in that existing clientele expected an individual in this position to comprehend IT support issues that required a higher level of proficiency than basic product features and benefits. Providing customer service also detracted from the primary focus which was to generate revenue and increase sales.
Over time, through trial and error managed service providers have acknowledged that the account manager role has evolved to include, an intermediate understanding of technology, varying degrees of sales competency, and customer service management skills. Combining all of these qualities has produced the most profitable outcomes. As a result, these qualities have become standard when an IT organization needs to hire for an account manager position.
Going Against the Grain.
If this model proved to be successful, then why did Convergence chose to deviate from it? The answer is simple, and resides with the company’s most important asset… its people. From inception Convergence has always been a people-centric organization. It has been the focal point for 16 years and continues to be, despite the trend towards “distant and detached” in today’s modern business.
Convergence adopted the classic methodology of concentrating on individual relationships and the partnership that is cultivated between a client and service organization. This approach promoted individuality and fostered personal interactions among valued Convergence team members and the clients they served. Aware of the importance in finding like-minded individuals who were a good fit to join Convergence, founder Eric Gray determined that there was no “one standard” for a role or position within Convergence Networks. He recognized there were specific skill sets needed to complete tasks, however the uniqueness of the individual provided the context for success.
Evolving as a Result of Anticipation.
As Convergence evolved, so did the need to prepare and anticipate the needs of its clientele. Ten years ago, prior to the popularity of the vCIO, Convergence decided to develop a virtual extension of their client’s organization, that empowered end users as well as leaders to leverage technology as an advantage. Utilizing technology solutions tailored to the individual needs of each business, Convergence set out to proactively create a strategic outlook that mapped out the use of technology in relation to the short and long term objectives set forth by the organization. This level of expertise and oversight required a level of professional competence that superseded the capabilities of an account manager.
Exploring the Ingredients Incorporated in a vCIO Consultant.
In order to provide significant value to clients by employing a vCIO consultant, Eric determined the precise combination of qualities and attributes vital to satisfying not only the technical component, but also the business acuity to interact with executive decision makers. Marrying these traits along with the appropriate proportions of additional personal elements creates the masterful concoction of a Convergence vCIO… Not to mention the closely guarded secret ingredient.
The perfected medley of technical dexterity and business acumen provides the fundamental ingredients, but the coveted ingredients in the recipe incorporate personalized human elements in a delicate blend of devotion, eagerness, and passion. It is this unique combination, in conjunction with a supportive environment of like-minded individuals, that presents clients with the opportunity to experience tangible, revenue generating results from the activities of our vCIO consultants. Convergence has identified the specific business efforts that provide the most value to clients and by focusing on the people who embody the essential characteristics to be successful, they are able to demonstrate how all organizations can benefit from vCIO services.[/fusion_text][separator style_type=”none” top_margin=”10px” bottom_margin=”” sep_color=”” border_size=”” icon=”” icon_circle=”” icon_circle_color=”” width=”” alignment=”center” class=”” id=””]
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