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5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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7 Steps for Hiring a Rockstar MSP Sales Rep

Posted January 19, 2018by Lily Teplow


The global demand for managed IT services is greater than ever before. Analysts suggest that the emergence and proliferation of new trends, cloud and security technologies will drive the overall market to $268.25 billion by 2022. And a big part of that market will be comprised of MSPs who cater to small- and medium-sized businesses. Just like yourself!

Now, how can you position yourself to grab a well-deserved slice of that very lucrative managed services pie? A great place to start would be to hire an MSP sales representative. The rockstars of the MSP sales community can not only land you the new clients you need to grow your business, but will also qualify them to make sure they are bringing on great fits for your MSP company.

Here are seven steps to hiring a rockstar MSP sales rep.

1. Review Your Current Sales Process

Chances are you already have a sales system that’s been working pretty well in helping grow your MSP business thus far. Review your existing sales process to look at what’s worked—mainly what you’ve done to sell your services to new clients and how you’ve managed existing accounts.

A typical MSP sales rep should be expected to:

  • Make cold calls to find potential new clients
  • Properly gather information on potential new clients
  • Schedule appointments with interested new clients
  • Attend marketing and sales strategy meetings
  • Manage sold-service agreements
  • Maintain existing client partnerships
  • Participate in training events

2. Talk to Your Current Clients

It’s always a good idea to keep in constant communication with your clients, but take it a step further by asking some of your best clients why they signed up with you in the first place. This will help you figure out how you can improve your process and sell your services to more potential clients. Knowing what brings your clients on board will help you find an MSP sales rep that fits your existing methods and business philosophies.

3. Post a Clear and Concise Job Description

The first two steps above will help you create an accurate job description, including specific requirements to your MSP such as previous sales experience, communication skills and technical expertise. Avoid vague jargon (like “go-getter”) in your posting to ensure you get interest from applicants who are qualified for the position, and that expectations are clearly set on both sides.

4. Show Them the Money

When hiring an MSP sales rep, it’s important to remember just how challenging it can be to sell MSP services, requiring a dedicated and resilient effort from your reps. To attract good MSP sales reps, you’ll have to offer a competitive base salary—along with possibly non-monetary compensation. Some MSPs pay sales reps the first one or two months’ service fee as commission.

Learn more about managed services pricing strategies to maximize your margins!

5. Hit the Recruiting Trail

Once you’ve put together your plan to find the right candidates, it’s time to get out there and start recruiting! Leaning on your network—colleagues, vendors, customers—is a good place to start. Take some time to parse through your existing connections on LinkedIn and see where any existing opportunities may lie. Consider business school graduates who have a broad range of training in business concepts and sales sources. Advertise on both job boards and industry publications to cast as wide a net as possible to find the best MSP sales candidates.

6. Interview Thoroughly

An applicant might look like an absolute rockstar on paper, but you can’t get a real feel for how he or she will actually perform without vetting them in person. Use the interview process to really capture the unique personal experiences that objective resume data can’t show, such as a candidate's ability to handle objections and bounce back from the rejections that are an inevitable part of any sales position.

7. Implement a Temp-To-Permanent Trial Period for Your New Hire

MSPs should implement a formal trial period for evaluating any new sales reps before taking them on permanently. To this end, it’s critical to have a system in place for objective success measurements, a set of well-defined KPIs that all sales reps should be measured against, for both lead generation and closing sales. No matter how impressive a resume might seem or how charming a candidate is during the interview, seeing how your new hire performs in the daily grind is an essential part of determining whether or not you’ve hired your rockstar MSP sales rep.

Note: If you already have a well-established MSP sales team, click here to discover how you can strengthen your sales performance in 2018!


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Lily is passionate about storytelling, marketing, and helping businesses solve their biggest challenges. In her role as Public Relations and Media Specialist at Continuum, she is responsible for enhancing the company’s voice and presence through online and offline channels. With a background in communications and content creation, Lily is a seasoned and established writer in the IT industry. In her spare time, Lily enjoys traveling the world and cheering on her favorite Boston sports teams.

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