Keith Craig looks at how MSP leaders can design onboarding around the performance they want to see on the job. The conversation will cover how to set clear expectations, focus training on real work, and avoid overwhelming new hires with too much information at once.

In this episode of Beyond the QBR, Mark Ignacio is joined by Matt Topper to talk about how CSMs, Account Managers, and client-facing leaders can use risk assessments to move past surface-level updates and into more meaningful client conversations.

We’ll break down BAU vs project work in an MSP, why urgent tickets always seem to eat project time, how managers and technicians can better protect focus time, and a simple framework for turning good ideas into projects that actually get done.

Kyle Christensen and Alex Farling are joined by Chris Day, CEO of ScalePad, to unpack the vCIO problem: are MSPs really selling strategy, or just managing accounts?

Kyle Christensen and Todd Kane will open up the conversation around how MSP service teams are structured, where common designs break down, and what service leaders should think about as their team grows. 

Augmentt and Empath are walking through how to turn onboarding from a checklist into a structured process your whole team can repeat, one that surfaces problems before they become support tickets and sets up the first QBR as a win instead of a scramble.