Owner

Start here

1. Can you automate it before you hire for it?

   Test the repeatable work before opening a requisition, without confusing saved effort with judgment, coverage or a smaller payroll.

2. When to hire: check the capacity inputs first

   Separate workload, availability, timing and skill coverage before treating aggregate hours as a hiring verdict.

3. Review client profitability without fooling yourself

   Reconcile revenue, labour and assigned costs before comparing effective hourly rates and assigned gross margin.

4. A QBR the client can use

   Prepare a business review around decisions, evidence and follow-through, with a usable agenda and action record.

5. Roll out AI tools without handing over client secrets

   Set prompt-data boundaries, check the exact account and tool documentation, and give staff an approved-use note with an owner and a stop route.

6. Secure your own MSP tools first

   Review the access, integrations, alerts and recovery paths around your RMM, PSA and documentation systems, with a usable evidence sheet.

7. An account manager's client calendar

   Keep renewals, licence checks, lifecycle dates and roadmap decisions in one owned calendar, while leaving approvals and relationship work with people.

Guides for this role

Working sheets

Tools for the decision