1. Primary Objective: Client Retention
This is not primarily a hunting role.
The Managing Director owns approximately $30M–$36M in existing managed services revenue, and the primary objective is protecting and retaining that revenue stream. Expansion opportunities exist, but retention is the overarching responsibility.
Key takeaway:
- Retain existing clients first.
- Grow existing relationships second.
- New logo acquisition is not the focus.
2. Full P&L Ownership
This is a true regional business leadership position.
The Managing Director:
- Owns revenue.
- Owns costs.
- Owns regional margin.
- Participates in monthly business reviews focused on:
- Revenue
- Cost management
- Margin performance
- Overall financial health of the region.
The person for this position operates as the
owner of the regional P&L.
3. Senior Leadership Role, Not an Account Manager
One of the biggest misconceptions candidates may have is believing they are personally managing client accounts.
Jose clarified:
- The MD is accountable for approximately 100 client accounts.
- They do not directly manage those accounts.
- The accounts are managed through Client Technology Managers (CTMs) and Client Relationship Managers (CRMs).
- The MD leads the organization responsible for those accounts.
This is a senior leadership role accountable for the region and its resources that manage and support clients.
4. Must Lead Through Others
Success comes through the regional leadership structure.
The MD's primary direct reports are:
- 6 Client Technology Managers (CTMs)
The broader regional organization includes:
- 23 Field Engineers
- 11 Systems Engineers
- Resource Coordinator(s)
- Client Relationship Managers (matrixed support)
The MD is accountable for all of these resources even though many do not directly report to them.
Important qualifier:
This is a "leadership of leaders " role much more than a technical delivery role.
5. Enterprise Client Executive Relationships
Although the MD is not expected to personally manage all 100 accounts, Jose expects them to maintain executive-level relationships with the region's most strategic customers.
Typically:
- Top 5–10 accounts.
- Executive sponsor role.
- Participate in key customer discussions.
- Attend important QBRs.
- Be involved when escalation or strategic planning is needed.
6. Strong MSP Experience is Critical
How our business differs from firms like Client, Client, or large consulting organizations is operational fit.
Large consulting leaders often:
- Manage a few very large accounts.
- Operate in project-based environments.
- Have large teams supporting a handful of customers.
Our environment is very different.
The Managing Director's region may encompass:
- 100+ accounts
- Multiple CTMs
- Numerous engineers
- Diverse client needs
- Ongoing service delivery
Largest challenge with leaders from large consulting firms is that they can "drown " because they are not accustomed to the scale and complexity of account coverage.
7. Geographic Market Knowledge Matters
The West Region covers:
- California
- Texas
- Chicago
- Minnesota
- Other western territories
8. Client Service Delivery Background Required
The role is not purely sales-oriented.
Position is tied to:
- Service delivery
- Client experience
- Operational execution
- Resource prioritization
The MD must understand how:
- Engineers are deployed.
- Resources are scheduled.
- Escalations are managed.
- Client satisfaction is maintained.
This person owns the overall client experience for the region.
9. Expansion is Expected, But Through Existing Clients
While retention is the priority, there are approximately:
- 7–10 major enterprise accounts
- Significant opportunity for upsell and cross-sell
However, expansion occurs primarily through:
The MD's role is ensuring those teams are positioned for success and maintaining executive relationships with key stakeholders.
Candidate Profile Ideal Background- MSP leadership experience
- Regional P&L ownership ($25M–$50M+)
- Leadership of leaders
- Managed services operations
- Customer success/account management oversight
- Service delivery ownership
- Multi-location leadership
- Executive customer-facing experience
- Strong familiarity with Western U.S. markets
Less Ideal Background- Pure consulting delivery leaders
- Large enterprise account managers with only a few customers
- Pure sales leaders
- Pure technical leaders
- Individuals requiring significant relocation and market acclimation
- Leaders without MSP operational experience
One-Sentence Summary
The role is essentially a Regional General Manager for a $30M–$36M managed services business, responsible for client retention, P&L performance, leadership of CTMs and regional delivery resources, executive customer relationships, and overall operational success across more than 100 client accounts.